Getting Started with Cisco Unified
Contact Center Express
Premium, Enhanced, and Standard, Release 7.0(1)
April 2009
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Getting Started with Unified CCX
© 2009 Cisco Systems, Inc. All rights reserved.
C O N T E N T S
Preface
vii
Purpose
Audience
vii
vii
Organization
vii
Obtaining Documentation ix
Cisco.com ix
Product Documentation DVD
Ordering Documentation x
Documentation Feedback
ix
x
Cisco Product Security Overview x
Reporting Security Problems in Cisco Products
Product Alerts and Field Notices
xi
xi
Obtaining Technical Assistance xii
Cisco Support Website xii
Submitting a Service Request xiii
Definitions of Service Request Severity
xiii
Obtaining Additional Publications and Information
PART
Unified CCX Overview
1
CHAPTER
xiii
1
About Unified CCX
1-1
Unified CCX Features
1-1
Seat and Licensing Usage
1-7
About Installing Multiple Unified CCX Products on a Server
Unified CCX Package Descriptions
1-9
Feature Summary for Each Unified CCX Package
1-9
Unified CCX Subsystems Supported by Unified CCX
Sample Default Unified CCX Scripts
CHAPTER
2
1-8
1-16
1-19
Features Enabled by Product Licensing
2-1
Unified CCX Administration Menus Enabled by Product Licensing
2-1
Prompt, Spoken Name Upload, and Plugin Options Enabled by Product Licensing
Unified CCX Subsystems Enabled by Product Licensing
2-3
2-3
Getting Started with Unified CCX
iii
Contents
Application Types Enabled by Product Licensing
Editor Steps Enabled by Product Licensing
2-4
2-4
Historical Reports Enabled by Product Licensing
2-5
Real-Time Reports Enabled by Product Licensing for Unified CCX
CHAPTER
3
Unified CCX Architecture
3-1
Available Deployment Models
Single-Site Deployments
Services from Partners
4
3-1
3-2
3-3
Cisco Advanced Services
CHAPTER
3-3
Basic Contact Flow Concepts for a Unified CM Deployment
How Applications Work Together
Unified CM Telephony Deployment Considerations
Important Outbound Configuration Dependencies
4-3
4-5
4-6
Important Unified CME Configuration Dependencies
4-7
Installing and Configuring Unified CCX with Unified CM
2
CHAPTER
5
Installing and Configuring Unified CM for Unified CCX
About Unified CM
5-1
How to Configure Unified CM
5-2
Unified CM Configuration Check List
Outbound Configuration Check List
5-2
5-3
How to Check Your Phone Configuration in Unified CM
About the Unified CM Extension Mobility Feature
5-5
5-5
Installing and Configuring Unified CME for Unified CCX
3
CHAPTER
5-1
5-1
How to Install Unified CM
PART
4-3
4-5
Important Unified CM Configuration Dependencies
PART
4-1
4-1
Relationships Between Tasks, Sessions, Contacts, and Channels
An HTTP Contact Flow
2-9
6
Installing and Configuring Unified CME for Unified CCX
About Unified CME
6-1
6-1
Support Information and Guidelines to Interoperate with Unified CME
Getting Started with Unified CCX
iv
6-1
Contents
How to Install and Configure Unified CME
6-2
Unified CCX Configuration Check List for Unified CME
PART
Installing and Provisioning Cisco Unified CCX
4
CHAPTER
7
Installing and Configuring Unified CCX
7-1
Unified CCX Application Configuration Check List
CHAPTER
8
Deploying the Sample Script, icd.aef
Unified CCX Script Overview
8-1
8-2
Testing your System and the Unified CCX Script
9
7-1
8-1
Designing and Configuring Unified CCX Scripts
CHAPTER
6-3
8-2
Installing Agent and Supervisor Desktop for Unified CCX
About Agent and Supervisor Desktops for Unified CCX
About Routing and CSQs
9-1
9-1
9-2
Cisco Agent Desktop Configuration Check List
9-2
How to Install and Configure the Cisco Agent Desktop Applications
CHAPTER
9
Monitoring and Recording Features for Unified CCX
Remote Monitoring
CSD Monitoring
9-2
Recording Prompts
10
9-2
9-2
Using Unified CCX Historical Reports
10-1
The Default Unified CCX Historical Reports
Real-Time Unified CCX Reports
CHAPTER
11
9-1
9-1
Recording Agent Conversations
CHAPTER
9-7
Managing Unified CCX
10-2
10-2
11-1
Managing Prompt, Grammar, and Document Files
Managing Unified CCX Datastores
11-1
11-2
INDEX
Getting Started with Unified CCX
OL-xxxxx-xx
v
Contents
Getting Started with Unified CCX
vi
Preface
Purpose
The Getting Started with Cisco Unified Contact Center Express book provides high-level steps from a
solution perspective on how to understand and configure the Premium, Enhanced, and Standard
packages for Cisco Unified Contact Center Express (Unified CCX).
Audience
The Getting Started with Cisco Unified Contact Center Express book is written to ease the deployment
process for application designers, system architects, engineers, and Cisco channel partners who wish to
enhance the efficiency of their contact center organization and apply the best design practices for Unified
CCX packages.
Organization
This guide consists of the following parts and chapters.
Part/Chapter
Title
Description
Part I
Unified CCX Overview
Provides an overview of Unified CCX.
Chapter 1
About Unified CCX
Explains key components of Unified CCX, and describes where
Unified CCX fits into the Cisco Customer Contact management
portfolio.
Chapter 2
Features Enabled by Product Licensing Provides a comparative list of all the Unified CCX features enabled
by product licensing for each Unified CCX package.
Chapter 3
Unified CCX Architecture
Describes the available deployment model for this Unified CCX
package.
Chapter 4
Basic Contact Flow Concepts for a
Unified CM Deployment
Provides information on Unified CCX concepts, call flows, and
configuration dependencies.
Part II
Installing and Configuring Unified
CCX with Unified CM
Describes how to install and configure Unified CCX with Cisco
Unified Communications Manager (Unified CM).
Chapter 5
Installing and Configuring Unified CM Provides information on installing and configuring the Unified CM
for Unified CCX
for Unified CCX.
Getting Started with Unified CCX
vii
Preface
Part/Chapter
Title
Description
Chapter 6
Installing and Configuring Unified
CME for Unified CCX
Provides information on installing and configuring Unified CCX.
Chapter 7
Installing and Configuring Unified
CCX
Provides information on deploying the icd.aef script for Unified
CCX.
Chapter 8
Deploying the Sample Script, icd.aef
Provides information on the Unified CCX agent and supervisor
desktops.
Chapter 9
Installing Agent and Supervisor
Desktop for Unified CCX
Provides information on the dependencies to use the monitoring and
recording features in Unified CCX.
Chapter 10
Monitoring and Recording Features for Provides information on configuring the database connection for to
Unified CCX, page 1
facilitate historical reports and scheduling details for users.
Chapter 11
Managing Unified CCX, page 1
Provides information on managing the prompt, grammar, and
document files, the central datastore, and Unified CCX repository.
The following web addresses provide additional information on Unified CCX.
Note
The web addresses referenced in this guide were accurate at the time this guide was written but might
change. If an address does not work, go to Cisco.com and search for the related document at the Search
prompt.
For ....
See ....
the Unified Communications phone
configuration check list
The Phone Configuration Checklist section in the Cisco Unified Communications
Phones chapter of the Unified CM System Guide, Release 6.0(1) at
http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_maintenance_gui
des_list.html#anchor1
SIP Phone Support
Cisco SIP Phone 7960 Software
Refer to the Cisco Unified CCX Software and Hardware Compatibility Matrix for
a complete list of agent phones supported this release. The latest version of this
matrix is available at the following website:
http://www.cisco.com/application/pdf/en/us/guest/products/ps1846/c1683/ccmig
ration_09186a008077cb33.pdf
An explanation on using the Cisco 7900
series phone
Cisco 7900 Series Phones at
Unified CCX products and services,
datasheets, case studies, and other
documents
Unified CCX Product Literature
Cisco Unified Contact Center Express
Co-Resident Bundle with Cisco Unified
CallManager
Q&A
Best practices, case studies, success
stories, and customizable templates
Partner Central Steps to Success
How to perform Speed Deployments with
Solution Reference Network Design
(SRND) Guides
SRND Resources
Getting Started with Unified CCX
viii
OL-xxxxx-xx
Preface
For ....
See ....
Skills and knowledge required to plan,
design, implement, and operate
Unified CCX Specialist training course
How to install or upgrade Unified CCX
Cisco Unified CCX Installation Guide, Release 7.0(1) at Unified CCX Install and
Upgrade Guides
How to develop and program Unified
CCX Scripts
Cisco Unified CCX Scripting and Development Series manuals at Unified CCX
End-User Guides at
How to troubleshoot Unified CCX
Unified CCX Troubleshoot and Alerts at
Technical Support and Documentation
Unified CCX Technical Support and Documentation at
Software compatibility information
Cisco Unified Communications Systems Test at
Interoperability information
Interoperability Portal at
Field Notices
Unified CCX Field Notices at
Translated Documents
Unified CCX Translated End User Guides at
Cisco Unified Communications and Voice
Products
Cisco Unified Communications and Voice Products
Unified CM
Unified CM
Unified CCX
Unified CCX
Obtaining Documentation
Cisco documentation and additional literature are available on Cisco.com. This section explains the
product documentation resources that Cisco offers.
Cisco.com
You can access the most current Cisco documentation at this URL:
http://www.cisco.com/techsupport
You can access the Cisco website at this URL:
http://www.cisco.com
You can access international Cisco websites at this URL:
http://www.cisco.com/public/countries_languages.shtml
Product Documentation DVD
The Product Documentation DVD is a library of technical product documentation on a portable medium.
The DVD enables you to access installation, configuration, and command guides for Cisco hardware and
software products. With the DVD, you have access to the HTML documentation and some of the
PDF files found on the Cisco website at this URL:
http://www.cisco.com/univercd/home/home.htm
Getting Started with Unified CCX
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ix
Preface
The Product Documentation DVD is created and released regularly. DVDs are available singly or by
subscription. Registered Cisco.com users can order a Product Documentation DVD (product number
DOC-DOCDVD= or DOC-DOCDVD=SUB) from Cisco Marketplace at the Product Documentation
Store at this URL:
http://www.cisco.com/go/marketplace/docstore
Ordering Documentation
You must be a registered Cisco.com user to access Cisco Marketplace. Registered users may order Cisco
documentation at the Product Documentation Store at this URL:
http://www.cisco.com/go/marketplace/docstore
If you do not have a user ID or password, you can register at this URL:
http://tools.cisco.com/RPF/register/register.do
Documentation Feedback
You can provide feedback about Cisco technical documentation on the Cisco Support site area by
entering your comments in the feedback form available in every online document.
Cisco Product Security Overview
Cisco provides a free online Security Vulnerability Policy portal at this URL:
http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html
From this site, you will find information about how to do the following:
•
Report security vulnerabilities in Cisco products
•
Obtain assistance with security incidents that involve Cisco products
•
Register to receive security information from Cisco
A current list of security advisories, security notices, and security responses for Cisco products is
available at this URL:
http://www.cisco.com/go/psirt
To see security advisories, security notices, and security responses as they are updated in real time, you
can subscribe to the Product Security Incident Response Team Really Simple Syndication (PSIRT RSS)
feed. Information about how to subscribe to the PSIRT RSS feed is found at this URL:
http://www.cisco.com/en/US/products/products_psirt_rss_feed.html
Getting Started with Unified CCX
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Preface
Reporting Security Problems in Cisco Products
Cisco is committed to delivering secure products. We test our products internally before we release them,
and we strive to correct all vulnerabilities quickly. If you think that you have identified a vulnerability
in a Cisco product, contact PSIRT:
•
For emergencies only — security-alert@cisco.com
An emergency is either a condition in which a system is under active attack or a condition for which
a severe and urgent security vulnerability should be reported. All other conditions are considered
nonemergencies.
•
For nonemergencies — psirt@cisco.com
In an emergency, you can also reach PSIRT by telephone:
Tip
•
1 877 228-7302
•
1 408 525-6532
We encourage you to use Pretty Good Privacy (PGP) or a compatible product (for example, GnuPG) to
encrypt any sensitive information that you send to Cisco. PSIRT can work with information that has been
encrypted with PGP versions 2.x through 9.x.
Never use a revoked encryption key or an expired encryption key. The correct public key to use in your
correspondence with PSIRT is the one linked in the Contact Summary section of the Security
Vulnerability Policy page at this URL:
http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html
The link on this page has the current PGP key ID in use.
If you do not have or use PGP, contact PSIRT to find other means of encrypting the data before sending
any sensitive material.
Product Alerts and Field Notices
Modifications to or updates about Cisco products are announced in Cisco Product Alerts and Cisco Field
Notices. You can receive these announcements by using the Product Alert Tool on Cisco.com. This tool
enables you to create a profile and choose those products for which you want to receive information.
To access the Product Alert Tool, you must be a registered Cisco.com user. Registered users can access
the tool at this URL:
http://tools.cisco.com/Support/PAT/do/ViewMyProfiles.do?local=en
To register as a Cisco.com user, go to this URL:
http://tools.cisco.com/RPF/register/register.do
Getting Started with Unified CCX
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Preface
Obtaining Technical Assistance
Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The
Cisco Support website on Cisco.com features extensive online support resources. In addition, if you
have a valid Cisco service contract, Cisco Technical Assistance Center (TAC) engineers provide
telephone support. If you do not have a valid Cisco service contract, contact your reseller.
Cisco Support Website
The Cisco Support website provides online documents and tools for troubleshooting and resolving
technical issues with Cisco products and technologies. The website is available 24 hours a day at
this URL:
http://www.cisco.com/en/US/support/index.html
Access to all tools on the Cisco Support website requires a Cisco.com user ID and password. If you have
a valid service contract but do not have a user ID or password, you can register at this URL:
http://tools.cisco.com/RPF/register/register.do
Note
Before you submit a request for service online or by phone, use the Cisco Product Identification Tool
to locate your product serial number. You can access this tool from the Cisco Support website
by clicking the Get Tools & Resources link, clicking the All Tools (A-Z) tab, and then choosing
Cisco Product Identification Tool from the alphabetical list. This tool offers three search options:
by product ID or model name; by tree view; or, for certain products, by copying and pasting show
command output. Search results show an illustration of your product with the serial number label
location highlighted. Locate the serial number label on your product and record the information
before placing a service call.
Tip
Displaying and Searching on Cisco.com
If you suspect that the browser is not refreshing a web page, force the browser to update the web page
by holding down the Ctrl key while pressing F5.
To find technical information, narrow your search to look in technical documentation, not the
entire Cisco.com website. After using the Search box on the Cisco.com home page, click the
Advanced Search link next to the Search box on the resulting page and then click the
Technical Support & Documentation radio button.
To provide feedback about the Cisco.com website or a particular technical document, click
Contacts & Feedback at the top of any Cisco.com web page.
Getting Started with Unified CCX
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Preface
Submitting a Service Request
Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and
S4 service requests are those in which your network is minimally impaired or for which you require
product information.) After you describe your situation, the TAC Service Request Tool provides
recommended solutions. If your issue is not resolved using the recommended resources, your service
request is assigned to a Cisco engineer. The TAC Service Request Tool is located at this URL:
http://www.cisco.com/techsupport/servicerequest
For S1 or S2 service requests, or if you do not have Internet access, contact the Cisco TAC by telephone.
(S1 or S2 service requests are those in which your production network is down or severely degraded.)
Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your business
operations running smoothly.
To open a service request by telephone, use one of the following numbers:
Asia-Pacific: +61 2 8446 7411
Australia: 1 800 805 227
EMEA: +32 2 704 55 55
USA: 1 800 553 2447
For a complete list of Cisco TAC contacts, go to this URL:
http://www.cisco.com/techsupport/contacts
Definitions of Service Request Severity
To ensure that all service requests are reported in a standard format, Cisco has established severity
definitions.
Severity 1 (S1)—An existing network is “down” or there is a critical impact to your business operations.
You and Cisco will commit all necessary resources around the clock to resolve the situation.
Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your
business operations are negatively affected by inadequate performance of Cisco products. You and Cisco
will commit full-time resources during normal business hours to resolve the situation.
Severity 3 (S3)—Operational performance of the network is impaired while most business operations
remain functional. You and Cisco will commit resources during normal business hours to restore service
to satisfactory levels.
Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or
configuration. There is little or no effect on your business operations.
Obtaining Additional Publications and Information
Information about Cisco products, technologies, and network solutions is available from various online
and printed sources.
•
The Cisco Online Subscription Center is the website where you can sign up for a variety of Cisco
e-mail newsletters and other communications. Create a profile and then select the subscriptions that
you would like to receive. To visit the Cisco Online Subscription Center, go to this URL:
http://www.cisco.com/offer/subscribe
Getting Started with Unified CCX
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Preface
•
The Cisco Product Quick Reference Guide is a handy, compact reference tool that includes brief
product overviews, key features, sample part numbers, and abbreviated technical specifications for
many Cisco products that are sold through channel partners. It is updated twice a year and includes
the latest Cisco channel product offerings. To order and find out more about the Cisco Product Quick
Reference Guide, go to this URL:
http://www.cisco.com/go/guide
•
Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logo
merchandise. Visit Cisco Marketplace, the company store, at this URL:
http://www.cisco.com/go/marketplace/
•
Cisco Press publishes a wide range of general networking, training, and certification titles. Both new
and experienced users will benefit from these publications. For current Cisco Press titles and other
information, go to Cisco Press at this URL:
http://www.ciscopress.com
•
Internet Protocol Journal is a quarterly journal published by Cisco for engineering professionals
involved in designing, developing, and operating public and private internet and intranets. You can
access the Internet Protocol Journal at this URL:
http://www.cisco.com/ipj
•
Networking products offered by Cisco, as well as customer support services, can be obtained at
this URL:
http://www.cisco.com/en/US/products/index.html
•
Networking Professionals Connection is an interactive website where networking professionals
share questions, suggestions, and information about networking products and technologies with
Cisco experts and other networking professionals. Join a discussion at this URL:
http://www.cisco.com/discuss/networking
•
“What’s New in Cisco Documentation” is an online publication that provides information about the
latest documentation releases for Cisco products. Updated monthly, this online publication is
organized by product category to direct you quickly to the documentation for your products. You
can view the latest release of “What’s New in Cisco Documentation” at this URL:
http://www.cisco.com/univercd/cc/td/doc/abtunicd/136957.htm
•
World-class networking training is available from Cisco. You can view current offerings at
this URL:
http://www.cisco.com/en/US/learning/index.html
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P
A R T
1
Unified CCX Overview
CH A P T E R
1
About Unified CCX
Unified CCX manages customer voice contact centers for departments, branches, or small to
medium-size companies planning to deploy an entry-level or mid-market contact center solution. It
provides an Integrated Automatic Call Distribution (ACD), Unified IP IVR, and Computer Telephony
Integration (CTI) virtual contact center solution with support for up to 300 agents and 300 Unified ports.
An Unified IP IVR port refers to a basic self-service port for the Standard and Enhanced packages and
a premium self-service port for the Premium package.
This chapter contains the following:
•
Unified CCX Features, page 1-1
•
Seat and Licensing Usage, page 1-7
•
About Installing Multiple Unified CCX Products on a Server, page 1-8
•
Unified CCX Package Descriptions, page 1-9
•
Feature Summary for Each Unified CCX Package, page 1-9
•
Unified CCX Subsystems Supported by Unified CCX, page 1-16
•
Sample Default Unified CCX Scripts, page 1-19
Unified CCX Features
This chapter explains the features in Unified CCX, Release 7.0.
•
Windows 2003 based and aligns with Cisco Unified Communications Manager 7.0 and 6.1.
•
Support for Cisco Unified E-Mail Interaction Manager (Unified EIM) and Cisco Unified Web
Interaction Manager (Unified WIM) 4.2.(4).
•
New naming conventions: This guide uses the following naming conventions in this documentation
set for Unified CCX 7.0:
– Cisco Unified Communications Manager was previously known as Cisco Unified CallManager.
This guide uses Cisco Unified Communications Manager at the first occurrence and Unified CM
for later occurrences.
– Cisco Unified Communications Manager Express was previously known as Cisco Unified
CallManager Express. This guide uses Cisco Unified Communications Manager Express at the
first occurrence and Unified CME for later occurrences.
– The term RM JTAPI user is henceforth referred to as RmCm provider.
Getting Started with Unified CCX
1-1
Chapter 1
About Unified CCX
Unified CCX Features
– The term JTAPI is henceforth referred to as Unified CM Telephony.Unified CM Telephony
manages the connection between Unified CM CTI Manager and the Unified CCX Engine.
•
Note
Unified CCX Outbound Preview Dialer (Outbound): The Unified CCX Outbound Preview Dialer
(Outbound) feature is available in the Unified CM version of the Unified CCX product.
Effective Unified CCX Release 7.0, outbound feature is automatically available with Premium
license package without any additional license. It is no longer available with Enhanced license.
With this feature, you can maintain high agent productivity by configuring contact centers for
automated Outbound activities and allow agents who are not busy with inbound calls to perform
Outbound calls.
The Outbound feature is not available in the Unified CCX Standard version, Unified CME version
of Unified CCX and Unified IP IVR.
Note
•
For more information, see the Cisco Unified CCX Administration Guide.
Express E-mail Manager (EEM) 1 is an add-on application to Unified CCX. It provides the basic
set of features for receiving e-mails from customers, distributing them to agents to service customer
requests, sending responses from the contact center to the customer and reporting on e-mail activity.
This feature provides GUI based applications to support a contact center’s agents and supervisors in
handling and managing e-mails.
The agent and supervisor GUIs run within CAD and CSD respectively.
The e-mail feature has been documented in the Unified CCX 7.0(1) documents available at this
URL:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html
Note
Express E-mail Manager requires MS Exchange 2003 or 2007 to be used as the e-mail Datastore.
•
Supports upgrade from CRS 4.5(x) to Unified CCX 7.0(1), CRS 5.0(x) to Unified CCX 7.0(1).
•
The Licence Validator tool is no longer in the form of a CD. It is now available for download from
the Tools and Resources downloads page.
•
Supports new CAD/CSD enhancements such as Tabbed browser and Browser edition in the desktop.
•
Integrates with Work Force Optimization with support for WFO 1.2, which includes QM 2.6 and
WFM 8.2(3).
•
Support for Nuance 9.02
•
Cisco TelePresence Virtual Agent Solution: The Cisco TelePresence application enables
enterprises to create a live, face-to-face interaction with customers over the network. This solution
allows rapid deployment of a virtual contact center infrastructure, Agents using Cisco TelePresence
are referred to as virtual agents in this guide.Virtual agents connect to callers using Unified CCX
thus incorporating ACD, CAD, CTI, and Unified IP IVR with Cisco Unified CM and providing the
entire solution on one server.
1. The Express E-mail Manager feature will be available with Unified CCX 7.0(1) SR1 and not with the Unified CCX 7.0(1) release.
2. Support for Nuance 9.0 will be available with Unified CCX 7.0(1)SR1 and not with the Unified CCX 7.0(1) release.
Getting Started with Unified CCX
1-2
Chapter 1
About Unified CCX
Unified CCX Features
Note
•
Note For more information on the Cisco TelePresence solution, see Cisco TelePresence. For
more information, see the Cisco Unified CCX Administration Guide.
Unified CME interoperability: The Cisco Unified Communications Manager Express (Unified
CME) provides interoperability between Unified CCX and Unified CME, call routing using
SIP-based route point, keep alive session management, Support of Cisco Agent Desktop for use with
Unified CME, and the ability to store the users locally in the Unified CCX database. Unified CME
Telephony manages the SIP connection between Unified CME and the Unified CCX Engine. The
Unified CME Telephony subsystem controls the Unified CME telephony resources for the Unified
CCX system.
Note
For more information on Unified CME interoperability tasks with Unified CCX, see Cisco
Unified Communications Manager Express System Administrator Guide. For more
information on the Unified CME installation, see the Cisco Unified CCX Installation Guide.
For more information, see the Cisco Unified CCX Administration Guide.
– Unified CME product for Unified CCX supports single-node deployments, Unified CCX as a
whole and as a child to Unified CCE (as a parent), Unified IP IVR, Unified EIM and the Unified
WIM, and Limited CAD/CSD Functionality
– Unified CME product for Unified CCX does not support High Availability (only single node
support), Outbound preview dialer, and Remote monitoring
•
Deployment Models: Two product deployments are available for the Unified CCX platform:
– The Unified CM product supports both single-node and two-node (high availability)
deployments.
– The Unified CME product only supports a single-node deployments.
•
The deployment model is transparent to the Unified CCX installer as the clustering for Unified CM
is performed through the Unified CCX Administration using the Unified CCX setup wizard
Note
•
Migration Status: You can verify the status of a migration from one release to another using the
Migration Status option.
Note
•
For installation details, see the Cisco Unified CCX Installation Guide.
For more information, see the Cisco Unified CCX Administration Guide.
Unified CM Telephony Client Updates: The following information applies to the Unified CM
Telephony Client.
– the Unified CM Telephony client is installed in the background after you configure the Unified
CM Telephony user. The Unified CM Telephony client runs silently and verifies that the right
version and the right client are installed.
– During the resynchronizing process, an additional check (effective Unified CCX Release 7.0)
ensures that the Unified CM Telephony client (also called the Cisco JTAPI Client) versions are
the same between the clients installed on the Unified CCX node and the Unified CM Telephony
client installer. If the Unified CCX platform detects a mismatch, it displays the inconsistencies.
You can correct the errors by triggering the Unified CM Telephony client installed on this node.
Getting Started with Unified CCX
1-3
Chapter 1
About Unified CCX
Unified CCX Features
Note
•
Network Time Protocol (NTP) Configuration: NTP configuration is available in the Unified CM
Configuration web page. The NTP host name or IP address is typically derived from the Unified CM,
but can be pointed to another NTP Server if desired. If this information is not provided during the
installation setup, you can provide it when configuring the Unified CCX Administration. If you
provide a valid host name or IP address of the NTP server, the NTP service synchronizes the client
time to that of the NTP server.
Note
•
For more information, see the Cisco Unified CCX Administration Guide.
For installation details, see the Cisco Unified CCX Installation Guide. For configuration
details, see the Cisco Unified CCX Administration Guide.
User Management: In earlier versions of Cisco Unified CCX, many user parameters like user ID,
password, and pin were configured from the Unified CM Administrator. Some Unified CCX-related
user parameters were configured through the Unified CCX Administration. All Unified CCX user
roles (capabilities) are consolidated into one User Configuration area. In Unified CCX versions
supporting Unified CME, the user configuration and management is entirely done by Unified CCX.
Therefore, in addition to consolidating all user management under one menu, Unified CCX users are
managed from within the same menu.
The user information for each product is stored in different locations:
– The Unified CM user details are stored in the Unified CM database.
– The Unified CME user details are stored in the Unified CCX Database.
Note
•
For more information, see the Cisco Unified CCX Administration Guide
Supervisor capabilities: Supervisors can additionally modify and view skills, view the list of all
teams for which this user is the supervisor, view the skills, CSQs, and resource groups configured
in this system, view and manage resources, and configure the teams managed by the supervisor.
Depending on the license allowed, Unified CCX Supervisors have the following privileges:
– Download and install the Real Time Reporting client and Historical Reporting client to view
reports.
– View agents and CSQ being monitored. This is only for a remote Supervisor.
– Download and install the Supervisor Desktop and the Agent Desktop.
– View the list of all Teams for which this user is the Supervisor.
– Configure the Teams managed by the Supervisor.
– View the Skills, CSQs and Resource Groups configured in this system.
– View and manage all the resources.
Note
•
For more information, see the Cisco Unified CCX Administration Guide
Historical Reporting User: User Management page
Getting Started with Unified CCX
1-4
Chapter 1
About Unified CCX
Unified CCX Features
Note
•
For more information, see the Cisco Unified CCX Administration Guide
License Menu Option: Effective Unified CCX 7.0, the License Information menu option is
available from the main menu under the System menu option. The initial license configuration is
part of the Setup Wizard procedure (during installation). The uploaded licenses define the feature
set for a Unified CCX system.
Software for all the Unified CCX feature components are loaded on the system during installation.
However, no feature is available for use until its component are licensed and activated.
Note
•
For more information on the Setup Wizard, see the Cisco Unified CCX Installation Guide.
For more information on adding additional licenses to Unified CCX, see the Cisco Unified
CCX Administration Guide
Additions to the Unified CCX Administration GUI: Effective Unified CCX 7.0, the following
additions are available in the Unified CCX Administration GUI.
– Displaying Details for Advanced Configuration: This release introduces the concept of
advanced configuration with the Show More and Show Less options. On the applicable pages,
all configuration details can be displayed or reduced based on user preferences and
requirements. A page by default displays fewer parameters. Parameters configured with default
values and not requiring modification or user input are now available in the advanced
configuration section. You can access this advanced configuration section by clicking the Show
More button at the bottom of the page. When you click this button, the extra parameters become
visible and the button changes to Show Less. When you click the Show Less button, the page
reverts to its original list of parameters.
– Restore Default Button: A few web pages (for example, the Trace Configuration web page)
contain a Restore Default button. This button allows you to revert to the software set defaults
for each parameter on this page.
– Configuration Wizards: Two wizards are available in the main menu: the Application Wizard
and the RmCm Wizard. To improve the usability and configuration process, these wizards walk
you through the configuration pages in the required order and help ease the configuration
process for these two features. You can access these wizards from a new main menu option
called Wizards. In each Wizard webpage, you are provided with a list of procedures in the left
pane and a description of each procedure in the main pane. At the top of the page, you have the
option to exit the wizard at any time, go to the next step as required, or click the Skip button to
go to any other step
•
Unified CCX Admin Utility: Effective Unified CCX 7.0, the Unified CCX Admin Utility only
works on the bootstrap server. Only run the Unified CCX Admin Utility on the bootstrap server.
Only the bootstrap server has the required bootstrap data storage tool installed. This tool is required
to update password for the Unified CCX Admin Utility.
Note
•
For more information, see the Cisco Unified CCX Administration Guide
Backup and Restore Application: Effective Unified CCX Release 7.0, the Backup and Restore
application for Unified CCX is embedded in the Unified CCX Administrator. You do not need to
install it separately in a remote server.
Getting Started with Unified CCX
1-5
Chapter 1
About Unified CCX
Unified CCX Features
Caution
Unified CCX 7.0 does not support integration with the Disaster Recovery Framework which is based on
the Linux platform.
Caution
The BARS software, which was used in Cisco Unified CCX 4.5 is not supported in Unified CCX 7.0.
The Backup and Restore application performs the following tasks:
– Saves all settings configured through the Backup and Restore Configuration web page in the
Unified CCX Administration GUI.
– Authenticates the credentials that you provide during the backup and restore configuration
process.
– Creates a trace for each task.
– Backs up the Unified CCX databases and configurations.
•
–
Restores the data that was backed up.
–
Provides a status of the backup and restore operation on the Unified CCX Administration GUI.
Note
For configuration details, see the Cisco Unified CCX Administration Guide. Refer to the
Cisco Unified CCX Servicing and Troubleshooting Guide for details on handling error
situations.
Media Termination Groups: Effective Unified CCX 7.0, if a CTI port group is selected to support
media termination and if the number of channels are identical to both groups, then the CTI port
group is automatically created in the background. This auto creation feature eliminates the manual
CTI port group creation process. If you elect to override media termination, then the call control
channel chooses the media termination automatically. If you wish to select a new dialog group then
you can have more than one media termination options. The options are used in the order displayed
in the drop-down list
Note
For configuration details, see the Cisco Unified CCX Administration Guide.
•
Wrap-up: Contact centers use wrap-up data to track the frequency of activities or to identify the
account to which a call is charged, and other similar situations. Like reason codes, wrap-up data
descriptions are set up by your system administrator to reflect the needs of your contact center. By
default this feature is disabled. If the wrap-up data feature is enabled in Cisco Desktop
Administration, the agent will see a pop-up window when he moves to work state in which he can
select the appropriate description that sums up the call outcome. See the Cisco Desktop
Administrator User Guide for more information.
•
Cisco Integration Manager (Multichannel): The multichannel products listed below use the MS
SQL 2000 database (installed in a mixed mode authentication). To generate combined historical
reports, Unified CCX requires access details for the Unified EIM/Unified WIM database (host name
or IP address of the server, database name, database user, and database password). Effective Unified
CCX Release 7.0, multichannel reports are available in the Unified CM version of the Unified CCX
product. This addition requires the Multichannel license along with the Unified Premium license.
Getting Started with Unified CCX
1-6
Chapter 1
About Unified CCX
Seat and Licensing Usage
– Cisco Unified E-Mail Interaction Manager (Unified EIM): Unified EIM increases agent
productivity through a powerful, visual workflow designer that helps create the e-mail handling
process. Using the required service level agreement (SLA) triggers, you can automate e-mail
routing and monitoring. This e-mail collaboration provides full HTML support for both inbound
and outbound communications, the ability to attach larger files from the agent desktop is
supported, and powerful content-parsing capabilities in the product enable auto-suggestions
from the knowledge base.
– Cisco Unified Web Interaction Manager (Unified WIM): Unified WIM ensures that your
online customers are connected easily and seamlessly to the right agent every time. It also
provides powerful file-sharing capabilities which allows agents to easily share files residing on
their desktop. Advanced co-browsing capabilities allow agents and the customers to fill out
forms together, field by field, even highlighting specific areas of a form or Web page for
additional clarity.
Note
•
Cisco Unified Workforce Optimization: An optional application bundle for the Unified CCX
platform consisting of the Quality Management application (to record and replay customer contacts
for dispute resolution or to measure and improve customer contact quality) and the Workforce
Management application (to efficiently manage contact center staff and resources to meet customer
service level objectives). Both applications integrate with Unified CCX by accessing historical data
records for configuration and reporting, and by accessing real time information on contacts and
agent states.
Note
Note
For more information on configuration details for Unified CCX, see the Cisco Unified CCX
Administration Guide. For more information on Unified EIM, see the Cisco Unified E-Mail
Interaction Manager website. For more information on Unified WIM, see the Cisco Unified
Web Interaction Manager website.
For more information on configuration details for Unified CCX, see the Cisco Unified CCX
Administration Guide. For more information, see the Cisco Unified Workforce Optimization
website.
To check for the current versions of the preceding software supported by your version of Unified CCX,
refer to the Cisco Unified CCX Software and Hardware Compatibility Matrix. You can access it on
the Web at Unified CCX and Unified IP IVR.
Seat and Licensing Usage
A seat provides all the licenses required for all combinations of deployed features. A seat includes two
Unified IP IVR ports, an agent, a supervisor, a supervisor logging in as an agent, Cisco Unified
Communications phone agent, a historical reports client, or a recording license.
Note
Recording licenses are only available with the Unified CCX Enhanced or Premium packages.
Each Unified CCX Standard seat is licensed for concurrent use of one standard agent or one standard
supervisor or one standard supervisor logging in as an agent. It includes a concurrent license use of one
standard historical reporting session.
Getting Started with Unified CCX
1-7
Chapter 1
About Unified CCX
About Installing Multiple Unified CCX Products on a Server
Each Unified CCX Enhanced seat is licensed for concurrent use of one enhanced agent or one enhanced
supervisor or one enhanced supervisor logging in as an agent. It includes a concurrent license use of one
enhanced historical reporting session and one call recording or playback license.
Each Unified CCX Premium seat is licensed for concurrent use of one enhanced agent or one enhanced
supervisor or one enhanced supervisor logging in as an agent. It includes a concurrent license use of one
enhanced historical reporting session and one call recording or playback license.
The total number of seats is calculated as follows:
Total seats = Total concurrent agents + Total concurrent supervisors
Note
Additional Unified CCX Premium seats must be purchased when the number of concurrent Unified IP
IVR ports required is larger than twice the number of seats as computed above.
You must purchase additional Unified CCX seats if the following situations apply:
•
When the number of concurrent historical reporting sessions exceeds the number of seats as
computed above.
•
When the number of concurrent call recording or playback sessions exceeds the number of seats as
computed above.
When using Unified CCX package licenses, consider the following factors:
1.
Unified CCX packages are sold and licensed on a concurrent use basis. For example, if you have two
shifts of 50 agents, you only need to purchase 50 agent licenses (not 100 licenses) for multiple users
on a single specific PC.
2.
For standalone systems, the number of Unified IP IVR ports is dependent on the number of
purchased seat licenses.
3.
All supported Unified CCX languages are included in all Unified CCX packages. You must install
them as required.
Unified CCX products have different Unified IP IVR capabilities depending on the product purchased.
The Unified CCX Standard and Enhanced products include a basic prompt and collect Unified IP IVR
function that provides call queue points, custom messaging and prompting, music on hold, and the ability
to collect and process telephone keypad key presses made by the customer in response to Unified IP IVR
prompts. Unified CCX Premium provides a full featured Unified IP IVR port with database integration
that enables integrated Unified IP IVR self-service applications with optional ASR and TTS as well as
data directed ACD routing and screen pops.
Note
Refer to the Unified CCX Deployment Model for information regarding capacity constraints for Unified
CCX deployments.
About Installing Multiple Unified CCX Products on a Server
All Unified CCX product packages are mutually exclusive. This means that only one of them can be
installed at any point in time on a Cisco Media Convergence Server (MCS) or compatible partner servers.
If more then one is installed, then priority is given to the package with the highest number at the left in
the following list:
4.
Unified IP IVR software
5.
Unified CCX Standard
Getting Started with Unified CCX
1-8
Chapter 1
About Unified CCX
Unified CCX Package Descriptions
6.
Unified CCX Enhanced
7.
Unified CCX Premium
For example, the Unified CCX Standard package has a higher priority than Unified IP IVR, and if both
are installed on the same Unified CCX server, you will only be able to use the Unified CCX Standard
package.
Unified CCX Package Descriptions
Unified CCX is available in three versions:
•
Unified CCX Standard includes the Editor steps necessary for creating basic Unified CCX
configurations for informal call centers not requiring skills based routing. Does not include a Java
license.
•
Unified CCX Enhanced adds significant new capability in ACD, desktop, and CTI functions with
support for skill and competency based routing, priorityqueuing, support for historical reporting on
these enhanced features, additional enhanced features in both agent and supervisor desktop and
support for using and popping data to any Windows-based third-party application. It includes all
functions of Unified CCX Standard, plus support for skills-based routing and priority queuing.
Includes a Java license enabling custom Java extensions.
•
Unified CCX Premium includes all the functions provided by Unified CCX Enhanced and in
addition adds full Unified IP IVR support integration, includingdatabase integration, Voice
eXtensible Markup Language (VoiceXML), HTML web triggers (ability to run any script from a
web page), custom Java extensions, e-Notification services, and support for ASR and TTS from
Cisco certified partners (Nuance). Includes a Java license enabling custom Java extensions.
All Unified CCX solutions are tightly integrated with Unified CM.
Unified CCX Standard can be upgraded to Unified CCX Enhanced or Premium and Unified CCX
Enhanced can be upgraded to Unified CCX Premium. Upgrading from one Unified CCX product to
another requires a new install of the new product. For example, to convert Unified CCX Standard to
Unified CCX Enhanced, you need to reinstall Unified CCX only if all the Enhanced components are not
installed and then add the new Enhanced license from the Unified CCX Control Center web page (from
the Unified CCX administration menu bar, select System > Control Center > License Information >
Add Licenses).
Feature Summary for Each Unified CCX Package
Table 1-1 lists the Unified CCX features supported in each Unified CCX package.
Getting Started with Unified CCX
1-9
Chapter 1
About Unified CCX
Feature Summary for Each Unified CCX Package
Table 1-1
Unified CCX Features in each Unified CCX Package
Feature
Feature Details
Premium
Enhanced
Standard
General system
features with
server software
Hardware configuration
Cisco MCS and
Cisco approved
partner servers
Cisco MCS and
Cisco approved
partner servers
Cisco MCS and
Cisco approved
partner servers
Software configuration
Microsoft Windows
client-server
software
Microsoft Windows Microsoft Windows
client-server
client-server
software
software
Vendor systems
Unified CM 6.0 and Unified CM 6.0 and Unified CM 6.0 and
later
later
later
Operating systems
Windows 2000
Windows 2000
Server and Advanced Server and
Server
Advanced Server
Windows 2000
Server and Advanced
Server
Maximum number of analog trunks
Unlimited (no
Unlimited (no
software limitations) software
limitations)
Unlimited (no
software limitations)
Maximum number of digital trunks
Unlimited (no
Unlimited (no
software limitations) software
limitations)
Unlimited (no
software limitations)
Maximum number of Cisco Unified
Communications trunks
Unlimited (no
Unlimited (no
software limitations) software
limitations)
Unlimited (no
software limitations)
Maximum number of trunk groups
Unlimited (no
Unlimited (no
software limitations) software
limitations)
Unlimited (no
software limitations)
Call conferencing
Included
Included
Included
Agent interdialing
Included
Included
Included
Direct Outward Dialing (DOD)
Included
Included
Included
Custom scripting using Unified CCX Included
Drag and Drop Editor
Included
Included
Maximum number of configurable
agents
300
300
300
Maximum number of active agents
(inbound + outbound)
300
300
300
Maximum number of active
Outbound campaigns
15
Not applicable
Not applicable
Integrated ACD
features with
server software
Getting Started with Unified CCX
1-10
Chapter 1
About Unified CCX
Feature Summary for Each Unified CCX Package
Table 1-1
Unified CCX Features in each Unified CCX Package (continued)
Feature
Feature Details
Premium
Enhanced
Standard
IntegratedACD
features with
server software
(continued)
Maximum number of CSQs per
Outbound campaign
10
Not applicable
Not applicable
Maximum number of activecontacts
per Outbound campaign
10,000
Not applicable
Not applicable
Maximum number ofsupervisor
positions
32
32
32
Maximum number ofCSQs
150
150
150
Maximum number of agents
perCSQs
300
300
300
ANI
Included
Included
Included
DNIS
Included
Included
Included
Route on skill
Included
Included
Not available
Route onskill competency
Included
Included
Not available
Conditional routing (time of day, day Included
of week, custom variables, etc)
Included
Included
Overflow, interflow, intraflow
routing
Included
Included
Custom Routing based on enterprise Included
data (priority routing)
Not available
Not available
Dynamic priorityqueuing
Included
Included
Not available
Maximum number of definableskill
groups
150
150
Not available
50
Not available
Included
Maximum number ofskills per agent 50
Maximum number ofrouting
programs
Unlimited (no
Unlimited (no
software limitations) software
limitations)
Unlimited (no
software limitations)
Maximum number of steps per
routing program
Unlimited (no
Unlimited (no
software limitations) software
limitations)
Unlimited (no
software limitations)
Included using
Unified CM Music
On Hold server or
.wav file
Included using
Unified CM Music
On Hold server or
.wav file
Included using
Unified CM Music
On Hold server or
.wav file
Play messages to callers—prompts
Included using .wav
file
Included using .wav Included using .wav
file
file
Play messages to callers—combine
prompts, music and messages
Included fully
customizable
Included fully
customizable
IntegratedUnified Playmessages to callers—music
IP IVR features
with server
software
Included fully
customizable
Getting Started with Unified CCX
1-11
Chapter 1
About Unified CCX
Feature Summary for Each Unified CCX Package
Table 1-1
Unified CCX Features in each Unified CCX Package (continued)
Feature
Feature Details
IntegratedUnified
IP IVR features
with server
software
(continued)
Integrated
CTI/screen pop
features with
Unified CCX seat
license
Enhanced
Standard
Capture and process callerDual Tone Included
Multifrequency (DTMF) input
Included
Included
Capture and process caller DTMF
input underVXML control
Included
Not available
Not available
Automated attendant support
Included fully
customizable
Included fully
customizable
Included fully
customizable
Database integration
Included
Not available
Not available
ASR
Optional using
Media Resource
Control Protocol
(MRCP)—order
from Nuance
Not available
Not available
TTS
Optional using
MRCP (order from
Nuance)
Not available
Not available
Real-time notification services
(email,paging, fax)
Included--paging
and fax required
third-party services
Not available
Not available
VoiceXML (VXML) for AST, TTS,
andDTMF
Included
Not available
Not available
Read data from HTTP and
XMLpages
Included
Included
Included
Run defined script using HTTP
request
Included
Not available
Not available
Integrated self-service application
support
Included
Not available
Not available
PopANI/DNIS and customer defined Included
script data into the enterprise data
window
Included
Included
Automatically start anyMicrosoft
Windows compatible application
Included
Included
Not available
Send information to any Microsoft
Windows compatible application
Included
Not available
Not available
Provide database dip in support of
screen pop
Included
Not available
Not available
Getting Started with Unified CCX
1-12
Premium
Chapter 1
About Unified CCX
Feature Summary for Each Unified CCX Package
Table 1-1
Unified CCX Features in each Unified CCX Package (continued)
Feature
Feature Details
Premium
Enhanced
Standard
Integrated
PC-based agent
desktop features
with Unified CCX
seat license
script automation/task buttons
Included
Included
Not available
Poppingthird-party applications on
events
Included
Included
Not available
Recording and archiving ofcalls
Included
Included
Not available
"Work" agent state forafter call
wrap-up activity
Included
Included
Not available
"Chat" with supervisor or agents
using instant messaging
Included
Included
Included
Call log trackscall activity of
incoming and outgoing calls
Included
Included
Included
Agent log tracksagent state changes
and other information
Included
Included
Included
PC desktop control
Included
ofagent/supervisor phone with phone
directory
Included
Included
Support for CiscoCisco Unified
Included
Communications--Cisco Unified
Communications Phone not required
for agents
Included
Included
Agent state buttons
Included
Included
Included
Refer to the Cisco Unified CCX
Compatibility Matrix for the latest
list of supported phones.
Included
Included
Included
Log in/out
Included
Included
Included
Ready/not ready
Included
Included
Included
Supervisor desktop
Included
Included
Included
Shows agent phone state
Included
Included
Included
Agent can initiate on-demand
recording
Included
Included
Not available
Supervisor can silent monitor,
barge-in, and intercept calls
Included
Included
Not available
Integrated Cisco
Unified
Communications
Phone-Based
Agent Desktop
features with
Unified CCX Seat
License
Getting Started with Unified CCX
1-13
Chapter 1
About Unified CCX
Feature Summary for Each Unified CCX Package
Table 1-1
Unified CCX Features in each Unified CCX Package (continued)
Feature
Feature Details
Premium
Enhanced
Standard
Integrated
PC-based
supervisor
desktop features
with Unified CCX
seat license
Viewagent activity in real time
Included
Included
Included
View agent andskill group statistics
Included
Included
Included
Chat—send textmessages to any or
all agents
Included
Included
Included
Marquee—broadcast scrolling
messages to agent
Included
Included
Included
Support for IP communicator--Cisco Included
Unified Communications phone not
required for agent phone
Included
Included
Log out agent
Included
Included
Included
Make agentready
Included
Included
Included
Coaching—provideagent guidance
through chat
Included
Included
Included
Silent monitoring—listen in on an
agent's call
Included
Included
Not available
Barge in—join in on anagent's
conversation
Included
Included
Not available
Intercept—Take a call from an agent Included
Included
Not available
Record—capture and archive call
audio
Included
Included
Not available
Abandoned call detail activity report Included
Included
Included
Agent detail report
Included
Included
Included
Agent login/logout activity report
Included
Included
Included
Agent state summary report (by
agent)
Included
Included
Included
Agent summary report
Included
Included
Included
Call custom variables report
Included
Included
Included
Called number summary activity
report
Included
Included
Included
Common skill Contact Service
Queue (CSQ) activity report
Included
Included
Not available
CSQ activity report (by CSQ)
Included
Included
Included
Integrated
historical
reporting with
Unified CCX seat
license
Getting Started with Unified CCX
1-14
Chapter 1
About Unified CCX
Feature Summary for Each Unified CCX Package
Table 1-1
Unified CCX Features in each Unified CCX Package (continued)
Feature
Feature Details
Premium
Enhanced
Standard
Integrated
historical
reporting with
Unified CCX seat
license
(continued)
CSQ activity report (by interval)
Included
Included
Included
CSQ activity report
Included
Included
Included
CSQ service level report
Included
Included
Included
Detailed call-by-callContact Call
Detail Record ( CCDR) report
Included
Included
Included
Detailed call, CSQ agent report
Included
Included
Included
Priority summary activity report
Included
Included
Not available
Skill routing activity report
Included
Included
Not available
Unified IP IVR application
performance analysis report
Included
Included
Included
Unified IP IVR traffic analysis report Included
Included
Included
Included
Included
Not available
Included
Included
Not available
Not
available--contact
Cisco Contact Center
recording partners
Not
available--contact
Cisco Contact
Center recording
partners
Not
available--contact
Cisco Contact Center
recording partners
Available using
Cisco Professional
Services
Available using
Cisco Professional
Services
Not available
Cisco E-mail manager option support Available using
Cisco Professional
Services
Available using
Cisco Professional
Services
Not available
Cisco Collaboration Server (web
chat, Web call back)
Available using
Cisco Professional
Services
Available using
Cisco Professional
Services
Not available
Browser based: administer from
anywhere on your WAN
Included
Included
Included
Web-enabledreal-time reporting
client
Included
Included
Included
Full integration withCisco NMS
including SNMP support and alarm
service
Included
Included
Included
Support for third-party MIBs
Included
Included
Included
Support forCisco Campus Manager Included
andResource Management Essentials
Included
Included
Tracing andlocal logging
Included
Included
Recording with
On demand agent recording
Unified CCX seat On demand supervisor recording
license
"Always On" site recording
Multichannel
available only
through Cisco
professional
services
Administration
Universalqueuing support
Included
Getting Started with Unified CCX
1-15
Chapter 1
About Unified CCX
Unified CCX Subsystems Supported by Unified CCX
Table 1-1
Unified CCX Features in each Unified CCX Package (continued)
Feature
Feature Details
Premium
Enhanced
Standard
Voice mail
integration
Voicemessaging interface
Optional (Cisco
Unity)
Optional (Cisco
Unity)
Optional (Cisco
Unity)
Maximum number of
voicemailboxes supported
2,500
2,500
2,500
Maximum number of voicestorage
hours
Unlimited (storage
limitation hard disk
dependent)
Unlimited (storage Unlimited (storage
limitation hard disk limitation hard disk
dependent)
dependent)
Support for other vendor voice mail
Included
Included
Included
Unified messaging support
Optional (Cisco
Unity)
Optional (Cisco
Unity)
Optional (Cisco
Unity)
Table 1-2 lists the Unified CCX features for Unified CCX 7.0 supported in each Unified CCX package.
Table 1-2
Unified CCX features for Unified CCX 7.0 supported in each Unified CCX package
Feature
Premium
Enhanced
Standard
Deployment
Inbound Voice HA
Yes
Yes
Yes
Both
Outbound
Yes
No
No
Unified CM
Wrap-up code and reports
Yes
Yes
No
Both
Unified EIM (Basic)
Yes, with Multichannel license No
No
Both
Unified EIM (Advanced)
Yes, with Multichannel license No
No
Both
Unified WIM (Basic)
Yes, with Multichannel license No
No
Both
Unified WIM (Advanced)
Yes, with Multichannel license No
No
Both
Cisco Unified Workforce Optimization
Yes
No
Unified CM
No
Unified CCX Subsystems Supported by Unified CCX
Table 1-3 lists all the Unified CCX subsystems supported by Unified CCX.
Getting Started with Unified CCX
1-16
Chapter 1
About Unified CCX
Unified CCX Subsystems Supported by Unified CCX
Table 1-3
All the Unified CCX subsystems supported by Unified CCX
Subsystem Type
Purpose
Premium
Enhanced
Standard
CiscoMedia Termination
(CMT)
Configures CMT dialog control groups, which can be Yes
used to handle simpleDTMF data collected from
dialog interactions with customers.
Yes
Yes
Core Real-Time Report (RTR) Provides real-time statistics for contacts, sessions, and Yes
applications.
Yes
Yes
Database
Yes
No
No
The Cisco Media subsystem uses dialog groups to
organize and share resources among applications.
A dialog group is a pool of dialog channels in which
each channel is used to perform dialog interactions
with a caller, during which the caller responds to
automated prompts by pressing buttons on a
touch-tone phone.
Handles the connections between the Unified CCX
server and the Unified CCX database.
Also provides ODBC support—Unified CCX can
access Microsoft Structured Query Language (SQL)
servers and other databases.
Refer to the Cisco Unified CCX Compatibility Matrix
for the latest versions of thedatabase supported
databases.
E-mail
Adds components to the Unified CCX Engine that
allows it to send e-mail messages
Yes
No
No
Enterprise server data
Allows scripts written in Unified CCX Release 7.0 to Yes
populate Enterprise Data fields in Unified CCX
Release 7.0.
Yes
Yes
HTTP
Adds components to the Unified CCX Engine that
allow it to respond to HTTP requests.
Yes
No
No
Unified CM Telephony
Manages the connection between the Unified CM, CTI Yes
Manager, and the Unified CCX Engine.
Yes
Yes
Unified CME Telephony
Manages the connection between Unified CME and
the Unified CCX Engine.
Yes
Yes
Yes
Outbound
Configures contact centers for automated Outbound
activities and allow agents who are not busy with
inbound calls to perform Outbound calls
Yes
No
No
Getting Started with Unified CCX
1-17
Chapter 1
About Unified CCX
Unified CCX Subsystems Supported by Unified CCX
Table 1-3
All the Unified CCX subsystems supported by Unified CCX (continued)
Subsystem Type
Purpose
MRCP ASR
Allows a script to respond to voice input in addition to Yes
(optional)
DTMF.
•
ASR server software
(required)
Premium
Enhanced
Standard
No
No
No
No
This allows a caller to verbally convey information to
the system for processing instead of pressing keys on
• ASR ports (at least one is
a touch-tone telephone.
required)
The number of ASR ports
must be less than or equal to
the number of Unified IP IVR
ports. If there are more ASR
ports than Unified IP IVR
ports, then the excess ports are
automatically disabled.
Multi-language ASR support
must be purchased from a
certified Cisco ASR vendor.
This support is restricted by
the Unified CCX languages
that are selected during the
Unified CCX installation. You
can install additional
supported languages after the
initial Unified CCX
installation. The certified
Cisco ASR vendors are
Nuance.
MRCP TTS
•
TTS server software
(required)
•
TTSports (at least one is
required)
Multi-language TTS support
must be purchased from a
certified Cisco TTS vendor
Composes voice prompts that are generated in real
Yes
time from text, such as speaking the words in the text (optional)
of an e-mail message.
TTS is primarily used to convey information obtained
from a database or other source that is non-repetitive.
Examples of such information include name and
address verification.
Although the TTS technology has improved greatly
since its inception, the tone still sounds computer
generated.
Resource Manager-Contact
Manager (RmCm)
Allows Unified CCX to monitor agent phones, control Yes
agent states, route and queue calls, and manage the
historical reporting feature.
Yes
Yes
Voice browser
Manages the voice browser function.
Yes
No
No
VoIP monitor
Enables remote recording and monitoring.
Yes
Yes
No
Getting Started with Unified CCX
1-18
Chapter 1
About Unified CCX
Sample Default Unified CCX Scripts
Sample Default Unified CCX Scripts
From Unified CCX Release 7.0, uploaded scripts are stored in the Repository Datastore (RDS) database,
along with prompts, grammars, and documents files. Prior to Release 7.0, the RDS database only
contained the prompts, grammars, and documents files. The scripts can also be grouped into folders and
subfolders. When user scripts are uploaded into repository, they get synchronized to the local disk and
are accessed from there.
This release also provides Unified CCX script templates (stored as .aef files). You can access these
templates from both the Unified CCX server and from the Cisco.com web site. You can use them to
create applications without performing any script development, or you can use them as models for your
own customized scripts.
A sample scriptcannot be modified at any time. The included script templates are bundled with the
Unified CCX system solely as samples, and are not supported by Cisco Systems. The icd.aef script is a
basic Unified CCX script. It establishes a simple call queue and routes callers to a group of agents as the
agents become available.
Refer to the Cisco Unified CCX Scripting and Development Series documentsfor more information on
templates and scripts.
The Unified CCX Scripting and Development Series includes the following documents
•
Volume 1, Getting Started with Cisco Unified CCX Scripting
•
Volume 2, Cisco Unified CCX Editor Reference
•
Volume 3, Cisco Unified CCX Expression Language Reference
Getting Started with Unified CCX
1-19
Chapter 1
Sample Default Unified CCX Scripts
Getting Started with Unified CCX
1-20
About Unified CCX
CH A P T E R
2
Features Enabled by Product Licensing
The following sections describe the various features separately enabled by product licensing for Unified
CCX.
For a list of all license-enabled features for all Unified CCX products, refer to the Cisco Unified CCX
Administration Guide.
This chapter contains the following:
•
Unified CCX Administration Menus Enabled by Product Licensing, page 2-1
•
Prompt, Spoken Name Upload, and Plugin Options Enabled by Product Licensing, page 2-3
•
Unified CCX Subsystems Enabled by Product Licensing, page 2-3
•
Application Types Enabled by Product Licensing, page 2-4
•
Editor Steps Enabled by Product Licensing, page 2-4
•
Historical Reports Enabled by Product Licensing, page 2-5
•
Real-Time Reports Enabled by Product Licensing for Unified CCX, page 2-9
Unified CCX Administration Menus Enabled by Product
Licensing
A Yes in Table 2-1 means that the related menu item is enabled for the license package identified in that
column.
Table 2-1
Unified CCX Administration Menus Enabled by Product Licensing
Unified CCX
Administrator
Main Menu
Menu Items
Premium
Enhanced
Standard
Deployments
System
Unified CM Telephony
Yes
Yes
Yes
Unified CM
Unified CME Telephony
Yes
Yes
Yes
Unified CME
Control Center
Yes
Yes
Yes
Both
Datastore Control Center (agent,
historical, repository, configuration)
Yes
Yes
Yes
Both
System Parameters
Yes
Yes
Yes
Both
Getting Started with Unified CCX
2-1
Chapter 2
Features Enabled by Product Licensing
Unified CCX Administration Menus Enabled by Product Licensing
Table 2-1
Unified CCX Administration Menus Enabled by Product Licensing (continued)
Unified CCX
Administrator
Main Menu
System
(continued)
Applications
Subsystems
Wizards
Tools
Menu Items
Premium
Enhanced
Standard
Custom File Configuration
Yes
Yes
Yes
Both
(except
classpath
for custom
classes)
Alarm Configuration
Yes
Yes
Yes
Both
Tracing
Yes
Yes
Yes
Both
License Information
Yes
Yes
Yes
Both
Language Information
Yes
Yes
Yes
Both
Logout
Yes
Yes
Yes
Both
Application Management
Yes
Yes
Yes
Both
Script Management
Yes
Yes
Yes
Both
Prompt Management
Yes
Yes
Yes
Both
Grammar Management
Yes
Yes
Yes
Both
Document Management
Yes
Yes
Yes
Both
AAR Management
Yes
Yes
Yes
Both
Unified CM Telephony
Yes
Yes
Yes
Unified CM
Unified CME Telephony
Yes
Yes
Yes
Unified CME
Database
Yes
No
No
Both
HTTP
Yes
No
No
Both
Unified ICME
No
No
No
Unified CM
RmCm
Yes
Yes
Yes
Both
Outbound (additional license)
Yes
No
No
Unified CM
eMail
Yes
No
No
Both
Cisco Media
Yes
Yes
Yes
Both
MRCP ASR
Yes
No
No
Both
MRCP TTS
Yes
No
No
Both
Application Wizard
Yes
Yes
Yes
Both
RmCm Wizard
Yes
Yes
Yes
Both
Alarm Definition
Yes
Yes
Yes
Both
Plug-ins
Yes
Yes
Yes
Both
Real-Time Reporting
Yes
Yes
Yes
Both
Real-Time Snapshot (RTS)
Configuration
Yes
Yes
Yes
Both
Historical Reporting
Yes
Yes
Yes
Both
Getting Started with Unified CCX
2-2
Deployments
Chapter 2
Features Enabled by Product Licensing
Prompt, Spoken Name Upload, and Plugin Options Enabled by Product Licensing
Table 2-1
Unified CCX Administration Menus Enabled by Product Licensing (continued)
Unified CCX
Administrator
Main Menu
Menu Items
Premium
Enhanced
Standard
Deployments
Tools
(continued)
Multichannel for Unified EIM and
Unified WIM
Yes
No
No
Both
User Management
Yes
Yes
Yes
Both
Troubleshooting Tips
Yes
Yes
Yes
Both
Contents and Index
Yes
Yes
Yes
Both
For this Page
Yes
Yes
Yes
Both
Unified CCX Documentation on
Cisco.com
Yes
Yes
Yes
Both
About
Yes
Yes
Yes
Both
Help
Prompt, Spoken Name Upload, and Plugin Options Enabled by
Product Licensing
Table 2-2 lists the availability of Unified CCX options not listed in the preceding menu list.
Table 2-2
Prompt, Spoken Name Upload, and Plugin Options Enabled by Product Licensing
Option
Premium
Enhanced
Standard
Deployment
Prompt management
Yes
Yes
Yes
Both
Spoken name upload
Yes
Yes
No
Both
plugin editor
Yes
Yes
Yes
Both
Plugin –historical reporting client (1)
Yes
Yes
Yes
Both
Cisco Desktop Product suite
Yes
Yes
Yes
Both
Unified CCX Subsystems Enabled by Product Licensing
The following table lists the availability of Unified CCX subsystems and possible MRCP additions that
are automatically started with each license package.
Table 2-3
Unified CCX Subsystems Enabled by Product Licensing
Subsystem
Premium
Enhanced
Standard
MRCP ASR (Add on) MRCP TTS (Add on) Deployment
Application
Yes
Yes
Yes
Not applicable
Not applicable
Both
MRCP ASR
Yes
No
No
Yes
Not applicable
Both
Cisco Media
Termination
Yes
Yes
Yes
Not applicable
Not applicable
Both
Core reporting
Yes
Yes
Yes
Not applicable
Not applicable
Both
Getting Started with Unified CCX
2-3
Chapter 2
Features Enabled by Product Licensing
Application Types Enabled by Product Licensing
Table 2-3
Unified CCX Subsystems Enabled by Product Licensing (continued)
Subsystem
Premium
Enhanced
Standard
MRCP ASR (Add on) MRCP TTS (Add on) Deployment
Database
Yes
No
No
Not applicable
Not applicable
Both
E-Mail
Yes
No
No
Not applicable
Not applicable
Both
Enterprise
server data
Yes
Yes
Yes
Not applicable
Not applicable
Both
HTTP
Yes
No
No
Not applicable
Not applicable
Both
Unified ICME
system
Yes
No
No
Not applicable
Not applicable
Unified CM
Unified CM
Telephony
Yes
Yes
Yes
Not applicable
Not applicable
Unified CM
Unified CME
Telephony
Yes
Yes
Yes
Not applicable
Not applicable
Unified CME
Outbound
Yes
No
No
Not applicable
Not applicable
Unified CM
RmCm
Yes
Yes
Yes
Not applicable
Not applicable
Both
MRCP TTS
Yes
No
No
Not applicable
Yes
Both
Voice browser
Yes
Yes
No
Yes
Not applicable
Both
Not applicable
Both
The Voice Browser
subsystem is
available only if
Nuance ASR is
enabled.
VoIP Monitor
Yes
Yes
No
Not applicable
Application Types Enabled by Product Licensing
Table 2-4 describes the application types available with each license package. You can view each
application type by accessing the Application > Mgmt > Add a New Application > Application Type
dropdown list.
Table 2-4
Application Types Enabled by Product Licensing
Application Type
Premium
Enhanced
Standard
Deployment
Cisco Script Application
Yes
Yes
Yes
Both
Busy
Yes
Yes
Yes
Both
Ring No Answer
Yes
Yes
Yes
Both
Editor Steps Enabled by Product Licensing
Table 2-5 lists the Unified CCX packages with the Step Editor script steps enabled in each.
Getting Started with Unified CCX
2-4
Chapter 2
Features Enabled by Product Licensing
Historical Reports Enabled by Product Licensing
Table 2-5
Editor Steps Enabled by Product Licensing
Script Step
Premium
Enhanced
Standard
Deployment
General
Yes
Yes
Yes
Both
Session
Yes
Yes
Yes
Both
Contact
Yes
Yes
Yes
Both
Call Contact
Yes
Yes
Yes
Both
Email Contact
Yes
No
No
Both
HTTP Contact
Yes
No
No
Both
Media
Yes
Yes
Yes
Both
User
Yes
Yes
Yes
Both
Prompt
Yes
Yes
Yes
Both
Grammar
Yes
Yes
Yes
Both
Document
Yes
Yes
Yes
Both
Database
Yes
No
No
Both
Unified CCX
Yes
Yes
Yes
Both
Unified ICME ACD integration Yes
when deployed with Unified
ICME and Unified CCX
Gateway PG.
Yes
Yes
Unified CM
Java
Yes
No
Both
Yes
Historical Reports Enabled by Product Licensing
Table 2-6 lists the historical reports that come with the Unified CCX packages.
Table 2-6
Historical Reports Enabled by Product Licensing
Report Name
Report Description
Abandoned Call Detail
Activity Report
Premium
Enhanced
Standard
Deployment
Information about calls not answered
Yes
by an agent and the caller hangs up or is
disconnected.
Yes
Yes
Both
Aborted and Rejected
Call Detail Reports
Information about each call that is
aborted or rejected by the system.
Yes
Yes
Yes
Both
Agent Call Summary
Report
Information about each inbound and
outbound call for each agent with the
average time spent in Talk state, Work
state, and on hold state.
Yes
Yes
Yes
Both
Agent Detail Report
Information about each call picked up
and/or made by an agent when it is
dialed to a route point number.
Yes
Yes
Yes
Both
Getting Started with Unified CCX
2-5
Chapter 2
Features Enabled by Product Licensing
Historical Reports Enabled by Product Licensing
Table 2-6
Historical Reports Enabled by Product Licensing (continued)
Report Name
Report Description
Agent Login Logout
Activity Report
Enhanced
Standard
Deployment
Information about the login and logout Yes
activities for each agent with the date,
time, reason code, duration of each
session, and the total time for all
sessions.
Yes
Yes
Both
Yes
Agent Not Ready Reason Information about the length of time
each agent spent in Not Ready state
Code Summary Report
with the reason codes for each interval.
Yes
Yes
Both
Agent State Detail Report Information about when each agent
Yes
changed from one state to another with
the date, time, state name, reason code,
and the length of time in each state.
Yes
Yes
Both
Agent State Summary
Report (by Agent)
Information about the time spent
Yes
(grouped by agent) by each agent in the
Not Ready, Ready, Reserved, Talk, and
Work states with the logged in times
and interval details (if specified).
Yes
Yes
Both
Agent State Summary
Report (by Interval)
Information about the time spent
(grouped by interval) by each agent in
the Not Ready, Ready, Reserved, Talk,
and Work states with the logged in
times and interval details.
Yes
Yes
Yes
Both
Agent Summary Report
Yes
Information about agent activities,
including call and agent state activities.
Yes
Yes
Both
Agent Wrap-up Data
Detail Report
Detailed information about each
wrap-up data
Yes
Yes
No
Both
Agent Wrap-up Data
Summary Report
Summary information about details
entered by the agent after the agent
enters the work state associated with
the wrap-up feature
Yes
Yes
No
Both
Application Performance
Analysis Report
Information about calls received by
each Unified CCX product.
Yes
Yes
Yes
Both
Call Custom Variables
Report
Information about custom variables set Yes
in the Unified CCX script associated
with this call.
Yes
Yes
Both
Called Number Summary Information about each number dialed Yes
Activity Report
to Unified CCX and agents by an inside
or outside caller.
Yes
Yes
Both
Common Skill Contact
Service Queue Activity
Report (by Interval)
Yes
Yes
Both
Information about calls presented,
Yes
handled, and abandoned for each group
of contact service queues along with
interval details.
Getting Started with Unified CCX
2-6
Premium
Chapter 2
Features Enabled by Product Licensing
Historical Reports Enabled by Product Licensing
Table 2-6
Historical Reports Enabled by Product Licensing (continued)
Report Name
Report Description
Premium
Contact Service Queue
Information about service levels, the
Yes
Activity Report (by CSQ) number and percentage of calls
presented, handled, abandoned, and
dequeued along with the interval details
(if specified).
Enhanced
Standard
Deployment
Yes
Yes
Both
Contact Service Queue
Activity Report (by
Interval)
Information about service levels, the
number and percentage of calls
presented, handled, abandoned, and
dequeued along with details for each
interval.
Yes
Yes
Yes
Both
Contact Service Queue
Activity Report
A summary of calls presented to,
Yes
handled by, abandoned from, and
dequeued from each contact service
queue along with calls handled by
scripts in other contact service queues.
Yes
Yes
Both
CSQ–Agent Summary
Report
Shows, for each agent, information
about calls handled in each CSQ.
Yes
Yes
Yes
Both
Contact Service Queue
Call Distribution
Summary Report
The number and percentage of calls
Yes
handled and dequeued in four different
user-configurable time intervals.
Yes
Yes
Both
Contact Service Queue
Shows the total number of calls
Yes
Priority Summary Report presented to each CSQ selected. It also
shows the total number of calls by
priority and the average number of calls
per day, by priority, that were presented
to each CSQ.
Yes
No
Both
Contact Service Queue
Service Level Priority
Summary Report
Information about the total number and Yes
percentage of calls that are handled
within service level, and the number
and percentage of calls that are handled
within service level for each call
priority.
Yes
No
Both
Detailed Call by Call
CCDR Report
Information about the contact call
detail record (CCDR) stored in the
Unified CCX database.
Yes
Yes
Yes
Both
Detailed Call, CSQ,
Agent Report
Information about the contact service
queue to which a call was routed and
the agent handling the call.
Yes
Yes
Yes
Both
Multichannel Agent
Summary information about inbound
Contact Summary Report and outbound e-mail and chat
Yes, with the No
Multichannel
license
No
Both
Multichannel Agent
Login Logout Activity
Report
Yes, with the No
Multichannel
license
No
Both
Detail information about the
multichannel (e-mail and chat)
activities of each agent
Getting Started with Unified CCX
2-7
Chapter 2
Features Enabled by Product Licensing
Historical Reports Enabled by Product Licensing
Table 2-6
Historical Reports Enabled by Product Licensing (continued)
Report Name
Report Description
Multichannel CSQ
Activity Report
Outbound Agent Detail
Performance Report
Standard
Deployment
Summary information of calls, e-mails, Yes, with the No
and chats presented to, handled by,
Multichannel
abandoned from, and dequeued from
license
each CSQ
No
Both
Detailed information about each agent
and also contains Outbound campaign
call details for each agent.
Note
Premium
Enhanced
Yes
No
No
Unified CM
Effective Unified CCX Release
7.0, outbound feature is
automatically available with
Premium license package
without any additional license.
It is no longer available with
Enhanced license.
Outbound Campaign
Summary Report
Summary information about the
Outbound campaign statistics for a
specified period
Yes
No
No
Unified CM
Remote Monitoring
Detail Report
Information about the agent monitoring Yes
activities of supervisors.
No
No
Both
Traffic Analysis Report
Information about incoming calls to the Yes
Unified CCX system for each day in the
report range.
Yes
Yes
Both
Priority Summary
Activity Report
Information for each call priority.
Yes
Yes
No
Both
Email Agent Activity
Report
Shows summary statistics for e-mail
Yes
activity for the selected e-mail enabled
agents and date interval in daily time
buckets.
No
No
Both
Email Contact Service
Queue Activity Report
Shows summary statistics for e-mail
activity for the selected e-mail contact
service queues and date interval in
daily time buckets.
Yes
No
No
Both
Email Contact Service
Queue Agent Activity
Report
Shows summary statistics for e-mail
Yes
activity by agents and dates for the
selected e-mail contact service queues
and date interval in daily time buckets.
No
No
Both
Email Inbox Traffic
Analysis Report
Shows the number of e-mails received
for the selected e-mail addresses and
time period in daily time buckets.
Yes
No
No
Both
EMail Response Detail
Report
Information about an e-mail response
sent back to a customer.
Yes
No
No
Both
New Reports effective Unified CCX 7.0(1)
Getting Started with Unified CCX
2-8
Chapter 2
Features Enabled by Product Licensing
Real-Time Reports Enabled by Product Licensing for Unified CCX
Table 2-6
Historical Reports Enabled by Product Licensing (continued)
Report Name
Report Description
Premium
Enhanced
Standard
Deployment
Multichannel Application Contains summary call, e-mail and chat Yes, with the No
statistics for each Unified CCX and
Summary Report
Multichannel
Unified IP IVR application. It includes license
information for presented, handled,
abandoned, flow-in, and flow-out calls,
e-mails, and chats. It also includes
information about call talk time, work
time, and abandon time.
No
Both
Multichannel CSQ Agent Information about contacts handled in Yes, with the No
Summary Report
each CSQ. For each agent, the report
Multichannel
includes the average and total talk time license
for handled contacts, average and total
work time after calls, total ring time of
calls presented, number of calls put on
hold, average and total hold time for
calls put on hold, and number of
unanswered calls.
No
Both
Real-Time Reports Enabled by Product Licensing for Unified
CCX
Unified CCX has two kinds of real-time reports: those provided by Cisco Supervisor Desktop (CSD) and
those provided by administration. Table 2-7 applies to administration.
Table 2-7
Real-Time Reports Enabled by Product Licensing for Unified CCX
Report Name
Report Description
Application Tasks
Provides information about currently active applications.
Application Task Summary
Provides a summary of specific applications’ activity.
Applications
Provides a list of all applications loaded on the Unified CCX server.
Contact Summary
Provides information for call contacts, e-mail contacts, and HTTP contacts. Also
provides the total number of contacts.
Calls made by the Outbound subsystem will not be displayed in the Contact Summary
Real Time Report.
Contacts
Provides information about currently active contacts.
CSQ, Unified CCX Stats
Provides information about CSQ activity. This report is available only if Unified CCX
has been configured.
Datasource Usage
Provides information about configured datasource names (DSNs).
Unified CCX Engine Tasks
Provides information about currently active Engine tasks.
Overall Unified CCX Stats
Provides information about Unified CCX resources and calls. This report is available
only if Unified CCX has been configured.
Getting Started with Unified CCX
2-9
Chapter 2
Features Enabled by Product Licensing
Real-Time Reports Enabled by Product Licensing for Unified CCX
Table 2-7
Real-Time Reports Enabled by Product Licensing for Unified CCX (continued)
Report Name
Report Description
Resource Unified CCX Stats
Provides information about Unified CCX resources activity.
Sessions
Provides information on all active sessions.
For procedural information on running real-time reports, refer to the Cisco Unified CCX Administration
Guide.
Getting Started with Unified CCX
2-10
CH A P T E R
3
Unified CCX Architecture
This chapter contains the following:
•
Available Deployment Models, page 3-1
•
Single-Site Deployments, page 3-2
•
Services from Partners, page 3-3
•
Cisco Advanced Services, page 3-3
This chapter briefly describes the deployment model that you can use with this Unified CCX.
Available Deployment Models
Unified CCX can be deployed anywhere in your Cisco Unified Communications network on Cisco MCS
or Cisco approved, customer-provided servers.
For more information on the deployment model for this Unified CCX, refer to the design guide for
Unified CCX at Solution Reference Network Designs.
The following are brief descriptions of key items for a Unified CCX deployment:
•
Voice Gateway. Connects the Cisco Unified Communications network to the Public Switched
Telephone Network (PSTN) and to other private telephone systems. You purchase gateways
separately. Both inbound and outbound calls to the PSTN travel through the gateway.
•
Unified CM. Provides the features that are required to implement Cisco Unified Communications
phones, manages gateways, and directs voice over Cisco Unified Communications traffic to the
Unified CCX system. You must purchase Unified CM separately.
•
Unified CCX. Enables interoperability with between Unified CCX and Unified CME. This
interoperability allows configuration query and update between Unified CCX and Unified CME,
SIP-based simple and supplementary call control services including call routing between Unified
CME and Unified CCX using SIP-based route point, Unified CCX keep alive session management
of Unified CME, Unified CCX device and call monitoring of agent lines and call activities in Unified
CME, and Support of Unified CCX Cisco Agent Desktop for use with Unified CME.
•
Unified CCX.Contains the Unified CCX Engine that runs Unified CCX.
•
The following optional, dedicated servers:
– MRCP TTS.A dedicated, vendor-specific (Nuance) server that converts text into speech and
plays it back to the caller.
–
MRCP ASR. A dedicated, vendor-specific (Nuance) server that performs real-time ASR.
Getting Started with Unified CCX
3-1
Chapter 3
Unified CCX Architecture
Single-Site Deployments
Single-Site Deployments
A single-site Unified CCX contact center deployment is a deployment with at most one Unified CCX
server.
A single Unified CCX server deployment model where all Unified CCX features and functions run on a
single server including the Unified CCX Engine (the agent and supervisor desktops and the Cisco
Unified Communications Phone Agent XML server that supports clients running on Cisco phones) and
CTI services (all ACD, Unified IP IVR, and CTI features as well as optional features such as ASR and
TTS).
In Figure 3-1, the Unified CCX server telephony subsystem connects to the Unified CM server. This
Unified CM server also runs the CTI Manager service that handles the CTI call processing requests from
Unified CCX.
Figure 3-1
Single-Site Deployment Model--Unified CM
In Figure 3-2, the Unified CCX subsystem connects to the Unified CME server to provide a contact
center product that interoperates with Unified CME, using CME-homed phones as agent devices.
Getting Started with Unified CCX
3-2
Chapter 3
Unified CCX Architecture
Services from Partners
Figure 3-2
Single-Site Deployment Model--Unified CME
Services from Partners
Ordering from a Cisco-authorized online partner provides convenience for those customers that know
which products best fit their needs and require immediate delivery. If your needs require onsite design,
installation and ongoing support, a local reseller in your area could provide those value-added services.
There are multiple places to order Cisco products online. Customers with Direct Purchasing agreements
can order direct from Cisco. There are also numerous channel partners that transact e-commerce on their
web site for Cisco products. A full list of global Cisco Partners can be found on Cisco's Partner Locator
website. Customers at small and medium sized business who want the convenience of online ordering
can use Cisco's Online Partners.
Cisco Advanced Services
Cisco Advanced Services incorporates a unique three-tiered program offering a real world life cycle
process to help you achieve your business objectives. Depending on individual operational, maintenance,
and network level requirements, each customer has unique support requirements throughout the network
life cycle of planning, designing, implementing, operating, and optimizing the network (PDIOO).A full
list of Cisco Advanced Services can be found on Advanced Services category.
Getting Started with Unified CCX
3-3
Chapter 3
Cisco Advanced Services
Getting Started with Unified CCX
3-4
Unified CCX Architecture
CH A P T E R
4
Basic Contact Flow Concepts for a Unified CM
Deployment
When installing and configuring your Unified CCX system, you must understand the concepts, call
flows, and configuration dependencies described in this chapter.
This chapter contains the following:
•
How Applications Work Together, page 4-1
•
Relationships Between Tasks, Sessions, Contacts, and Channels, page 4-3
•
Unified CM Telephony Deployment Considerations, page 4-3
•
An HTTP Contact Flow, page 4-5
•
Important Unified CM Configuration Dependencies, page 4-5
•
Important Outbound Configuration Dependencies, page 4-6
How Applications Work Together
Figure 4-1 shows how various applications in your Unified CCX system work together.
Getting Started with Unified CCX
4-1
Chapter 4
Basic Contact Flow Concepts for a Unified CM Deployment
How Applications Work Together
Figure 4-1
Typical IPCC Express Call Flow
The basic Unified CCX call flow process is identified below:
1.
A call arrives at voice gateway.
2.
The voice gateway routes the call based on direction from the Unified CM (using H.323 or MGCP).
3.
The Unified CM is configured for the dialed number to be routed by Unified CCX so a route request
is sent to the Unified CCX server (using Unified CM Telephony).
4.
Based upon the dialed number, the Unified CCX server selects an available CTI port and initiates
the configured script. The first step in the work flow (accept) initiates the establishment of an
Real-time Transport Protocol (RTP) VoIP data stream between the CTI port on the Unified CCX
server and the VG port. In this scenario, we are assuming no appropriately skilled agents are
available, so the application flow executes the queue loop logic until an agent becomes available.
5.
An appropriately skilled agent becomes available.
6.
The agent is selected/reserved by the Unified CCX server and this triggers the call to be transferred
to the agent's phone and subsequently causes the agent's phone to ring (using Unified CM signaling).
In addition, the Unified CCX server delivers a screen pop to the selected agent's desktop and enables
the answer button on the agent's desktop.
7.
The agent answers the call, which initiates the establishment of an RTP VoIP data stream between
the agent's phone and the voice gateway port.
Getting Started with Unified CCX
4-2
Chapter 4
Basic Contact Flow Concepts for a Unified CM Deployment
Relationships Between Tasks, Sessions, Contacts, and Channels
Relationships Between Tasks, Sessions, Contacts, and
Channels
When installing and configuring Unified CCX, you must understand the concepts, call flows, and
configuration dependencies explained in This chapter:
•
Task. Unified CCX receives the incoming contact (call) signal on a trigger, which is then assigned
an application. The application can be a script application, a Java application, a routing application,
or an post-routing application. When Unified CCX accepts the contact, the application starts an
application task. The application task in turn invokes an instance of a script associated with the
application.
•
Session. A session tracks contacts as they move around the system. This enables information to be
shared among contacts that are related to the same session.
•
When a contact is received (inbound) or initiated (outbound), Unified CCX checks to see if an
existing session already exists with that contact's Implementation ID. The Implementation ID is the
Unified CM Global Call ID plus the Unified CM node (GCID/<node>). If a session already exists
for the contact, Unified CCX associates it with that session. If no session already exists for the
contact, Unified CCX automatically creates one.
•
After the contact ends, the session remains idle in memory for a default period of 30 minutes before
being automatically deleted.
•
Contact. A contact can be a Call, an HTTP request, or an e-mail. A contact carries attributes such
as creation time, state, language, and so on.
•
Channel. Each type of contact has its own channel. Channels are allocated and associated with
contacts as needed and are used to perform actions on contacts.
Unified CM Telephony Deployment Considerations
The CTI route point associated with the user enables the Unified CM to query the pertinent external
application for routing instruction. Different route point's can query different applications (Unified
CCX, Unified ICME, or third-party applications) through Unified CM Telephony. The trigger (route
point or dialed number) is mapped to a CTI port group in the Unified CCX configuration. The Unified
CCX system chooses an available CTI port in this port group and returns that CTI Port number to the
Unified CM so it can setup a call to that CTI port. The Unified CM then makes a call to that CTI port
making it ring and the accept step at the beginning of the application answers the call by taking the CTI
port off hook. Until the accept step is executed, the caller hears ringing. If no CTI port is available in
that port group, then the Unified CCX system answers the Unified CM with the all routes busy response,
which triggers the Unified CM to use its forward on busy logic configured for that CTI route point.
When deploying your system, you must understand the following about call flows and the Unified CM
configuration dependencies that can impact call flow:
•
How is a call presented to the Unified CCX system?
An incoming call is given to the Unified CCX system on a trigger (CTI Route Point, Caller > CTI
Route Point). The trigger signals the Unified CCX system through Unified CM Telephony that there
is an incoming call.
Unified CCX rejects the call if the Max Session limit has been hit for the trigger or the application
to which the trigger is assigned.
Getting Started with Unified CCX
4-3
Chapter 4
Basic Contact Flow Concepts for a Unified CM Deployment
Unified CM Telephony Deployment Considerations
If there are available sessions, based on the Call Control Group assigned to the trigger, Unified CCX
searches for an available CTI Port to receive the call. If it finds an available port, it sends a request
to the Unified CM through Unified CM Telephony/CTI requesting that the caller be rerouted from
the CTI Route Point to the CTI Port.
This takes place as a Unified CM Telephony Redirect request. For this to be successful, the Unified
CMs Default setting for Calling Search Space (CSS) must be able to place the call to the selected
CTI Port (redirecting party, or in this case, the CTI Route Point).
•
Why is the CTI Route Point associated with a Unified CM user?
For the Unified CCX system to know that a call is coming, it must have control of the line carrying
the call. This is done through a Unified CM user. The Unified CM user is associated with the CTI
Route Point as a device that the Unified CM user controls.
When a trigger is assigned to an application in the Unified CCX system, the Unified CM Telephony
subsystem knows that it must take control of that line using the Unified CM Telephony client
installed on the Unified CCX system. Once it has control of the line, Unified CM Telephony
monitors that line for events as well as performing call-control operations on that line.
•
How does the Unified CCX system determine which CTI Port to use?
A Unified CCX application requires a trigger. The trigger type determines whether or not a port is
required.
There are two types of triggers: Unified CM Telephony and HTTP.
– If an application is started by dialing a phone number, it must have a Unified CM Telephony
trigger.
–
If an application is started by entering a URL, it must have anHTTPtrigger.
If an application is triggered by calling a Unified CM Telephony trigger:
a. The Unified CCX system looks for an available CTI Port in the Unified CM Telephony Call
Control Group assigned to the trigger.
b. Unified CCX then requests the Unified CM to redirect the caller to the desired CTI Port.
c. The call is presented to the CTIport.
d. Unified CCX accepts the call on the CTI Port, the call rings on the CTI Port, and a Unified CCX
script decides how to handle the call.
•
Why does the Unified CM Telephony trigger need to have primary and/or secondary dialog groups
assigned to it?
For the Unified CCX system to establish a media connection to a caller, Unified CCX must allocate
a Media Channel for that call. When Unified CCX accepts a call on a CTI port, it looks for an
available Media Channel in the primary dialog group. The primary dialog group may be an ASR
channel. But if none is available, then the secondary dialog group may be a normal Cisco Media
Channel (DTMF only).
If you do not use ASR/TTS, you will be using the Cisco Media Group which does not have the
secondary dialog group option.
•
What are the Unified CCX script call control choices?
The call control step choices are:
– Accept. Answers the call and establishes a media connection. This is based on the Primary and
Secondary dialog groups assigned to the trigger. It can be either the Cisco Media Dialog Group
or ASR.
– Reject. Rejects the call and returns it to the Unified CM without answering it.
Getting Started with Unified CCX
4-4
Chapter 4
Basic Contact Flow Concepts for a Unified CM Deployment
An HTTP Contact Flow
•
–
Terminate. Disconnects the Contact.
–
Redirect. Requests that the Unified CM reroute the caller to another destination.
How are Redirects done?
Redirects can be done in several ways:
– When Unified CCX requests that a caller be rerouted from a CTI Route Point to a CTI Port.
– When a Unified CCX script executes a Call Redirect step.
Once the Unified CCX system requests a Redirect and the Unified CM accepts it, the redirecting
CTI Port is released and returned to the idle port list.
An HTTP Contact Flow
When an HTTP request is presented to Unified CCX:
1.
The HTTP trigger is assigned to an application.
2.
When the URL trigger is hit, an application task is started.
3.
The application is assigned to a script and the script starts.
4.
An HTTP control channel is allocated.
5.
The script performs steps on the triggering contact.
Possible step choices are:
– Get HTTP contact information. Obtain Header Information, Parameters, Cookies and
Environment Attributes and assign them to local variables.
–
Send a response. Send a Document Object as a response to the calling browser.
–
Send a JSP reply. Send a response to the calling browser based on a JSP template. This step
allows for the mapping of local variables to keywords in the template.
–
HTTP redirect. Allows a calling browser to be redirected to a different URL.
Important Unified CM Configuration Dependencies
The Unified CCX software tells the Unified CM how to distribute calls. For both products to work
together correctly, you must therefore understand how calls are set up when you configure Unified CM
devices.
You must be aware of the following:
•
Repository Datastore. The RDS resides on the Unified CCX server in the MSDE or SQL2K
database. It holds the prompts, grammars, documents, and scripts used by the system.
•
CTI Ports and Route Points. When configuring Unified CCX in the Unified CCX Application
Administration web page, you must enter the information that Unified CCX uses to configure CTI
Ports and route points in the Unified CM.
•
Unified CM Telephony User. When Unified CCX starts up, it establishes it's Unified CM
Telephony communication session with Unified CM. The Unified CM Telephony user ID and
password are used by Unified CM to authenticate the request to begin a Unified CM Telephony
communication session. The Unified CM Telephony user ID and password are configured into
Unified CM automatically as part of the Unified CCX installation process.
Getting Started with Unified CCX
4-5
Chapter 4
Basic Contact Flow Concepts for a Unified CM Deployment
Important Outbound Configuration Dependencies
Warning
•
Redirects. The Unified CCX platform can instruct Unified CM to redirect calls to another
destination. Redirects are essentially a blind transfer. When a new call arrives at Unified CM and is
routed to a CTI route point, the Unified CCX platform selects an idle CTI port and implicitly
instructs the Unified CM to redirect the call from the CTI route point device to the selected CTI port
device. The redirect step in the application editor allows calls to be explicitly redirected to another
destination. In either scenario, the destination needs to be in the same CSS as the CTI ports and CTI
route points.
•
Destination. A redirect will fail if the redirecting device (CTI Port) lacks a CSS that contains the
partition bound to the destination.
•
Calling Search Space. Calling search spaces (CSS) determine the partitions that calling devices,
including Cisco Unified Communications phones (SCCP or SIP), and gateways, can search when
attempting to complete a call. A collection of partitions are searched to determine how a dialed
number must be routed. The CSS for the device and the CSS for the directory number get used
together. The directory number CSS takes precedence over the device CSS.
•
Refer to Partitions and CSS for more information.
•
Device Regions. The calling and the called devices' regions determine the maximum amount of
bandwidth that one call is allowed to consume. While this indirectly affects what codec is used when
media negotiation happens between the two parties, the Region configuration simply dictates the
highest bandwidth codec permissible. Depending on the configuration of the two parties, other
lower-bandwidth codecs might be negotiated during media negotiation.
If you install Unified CCX with the default codec (G.711), your region configuration must allow calls
into the region assigned to the CTI Ports at G.711. Otherwise, calls across the WAN are forced to G.729
in the region configuration, which causes the call to fail.
Refer to Regions Configuration for more information.
•
Device Locations. In the event that one or more of the devices are in a location, if sufficient
bandwidth is not available, the requested call-control operation will fail.
Refer to Location Configuration for more information.
•
Media Connections. Media connections to the Unified CCX system are either all G.711 or all
G.729. This means that the Unified CM region configuration must allow for connections between
devices and the Unified CCX server’s CTI Ports with the appropriate Codec. If not, then Transcoder
channels MUST be configured and available. You do this at the appropriate matching Codec at
Unified CCX installation time.
•
Connection path device (Codec). When you create a region, you specify the codec that can be used
for calls between devices within that region, and between that region and other regions. The system
uses regions also for applications that only support a specific codec; for example, an application that
only uses G.711.
Important Outbound Configuration Dependencies
The Outbound feature provides Outbound dialing functionality in addition to existing Unified CCX
inbound capabilities. This feature allows agents who are not busy with inbound calls to handle Outbound
calls. With the Outbound feature, customer calls are placed using the Cisco Unified Communications by
way of the Unified CM for call control.
You must be aware of the following:
Getting Started with Unified CCX
4-6
Chapter 4
Basic Contact Flow Concepts for a Unified CM Deployment
Important Unified CME Configuration Dependencies
•
License requirements. Effective Unified CCX Release 7.0, outbound feature is available along with
the Unified CCX Premium license. Not available with Enhanced license.
•
Deployment availability. The Outbound feature is only available with Unified CM deployments.
•
Area code mapping. The system is pre-configured with the area code and time zone mappings for
only the area codes within North America. You must manually enter the time zone mapping for
international area codes into the system using the Unified CCX Administration GUI.
•
Do Not Call list. The United States Do Not Call list is not supported and must be filtered out
manually before uploading. You must use your own tools to expunge Do Not Call numbers from
their Contact List table.
•
High availability requirements. For high availability deployments, all Unified CCX and database
nodes must already be in service.
•
IP Phone Agent. The IP Phone Agent is not supported
•
CAD workflows. CAD workflows will be disabled for outbound calls.
•
10,000 contacts. Contacts can only be uploaded as a batch and each batch can contain only up to
10,000 contacts. When some or all of these contacts are processed, you can import additional
contacts to add up to a total of 10,000 at any given time.
•
Time zone usage. The contact’s time zone is used as an indication of when the system can place an
outbound call to that contact.
For detailed information on these requirements and for configuration details, refer to the Cisco Unified
CCX Administration Guide.
Important Unified CME Configuration Dependencies
Licenses are installed for the first time in the Unified CCX setup wizard. Once you have uploaded the
licenses, the Unified CME Telephony Call Control Group is automatically created.
You must be aware of the following:
•
License. The Unified CME Telephony subsystem is available if your system has a license installed
for one of the following Cisco product packages: Unified IP IVR, Unified CCX Standard, Unified
CCX Enhanced, or Unified CCX Premium.
•
Trigger (route point). In the Unified CME Telephony subsystem the concept of CTI Ports does not
exist. When a call is offered at a CME Telephony Route Point, the route point accepts the call. The
call is not transferred to a CTI Port.
•
G711 Codec prompts. The Unified CME Telephony subsystem only supports G711 codec prompts.
•
User Database. Unified CME Telephony users are stored locally in the Unified CCX Database.
•
IP Phone Agent. Unified IP Phone Agents are limited to one Unified CCX platform for each Unified
CME product.
•
Agent Devices. The Unified CME Telephony subsystem only supports SCCP Phones as agent
devices.
For detailed information on these requirements and for configuration details, refer to the Cisco Unified
CCX Administration Guide (http://www.cisco.com/en/US/partner/products/sw/custcosw/
ps1846/products_installation_and_configuration_guides_list.html).
Getting Started with Unified CCX
4-7
Chapter 4
Important Unified CME Configuration Dependencies
Getting Started with Unified CCX
4-8
Basic Contact Flow Concepts for a Unified CM Deployment
P
A R T
2
Installing and Configuring Unified CCX
with Unified CM
CH A P T E R
5
Installing and Configuring Unified CM for Unified
CCX
This chapter describes how to install and configure Unified CM for Unified CCX.
This chapter contains the following:
•
About Unified CM, page 5-1
•
How to Install Unified CM, page 5-1
•
How to Configure Unified CM, page 5-2
•
Unified CM Configuration Check List, page 5-2
•
Outbound Configuration Check List, page 5-3
•
How to Check Your Phone Configuration in Unified CM, page 5-5
•
About the Unified CM Extension Mobility Feature, page 5-5
About Unified CM
Unified CM provides features for which organizations have traditionally used PBX systems. Unified CM
uses open standards, such as TCP/IP, H.323 standards (for packet-based multimedia communications
systems), and Media Gateway Control Protocol (MGCP). Unified CM allows deployment of voice
applications and the integration of telephony systems with Intranet applications. The Unified CM
software must be installed on the Cisco MCS.
Warning
Unified CM uses the Linux operating system and cannot be installed on the same server as Unified
CCX.
How to Install Unified CM
Follow the step-by-step installation instructions for Unified CM included in the Installing Unified CM
Guide. There are no Cisco IPCC-specific installation prerequisites or instructions for Unified CM. You
can find this guide and the other guides mentioned in the following list and table at the Unified CM
documentation Web site.
Once Unified CM installation is complete, configure Unified CM as described in the next section.
Prior to proceeding with configuration, ensure that:
Getting Started with Unified CCX
5-1
Chapter 5
Installing and Configuring Unified CM for Unified CCX
How to Configure Unified CM
•
A Unified CM instance has been created on the Unified CM server.
•
All Unified CM services and third-party services required by Unified CM are running.
•
The Bulk Administration Tool has been installed on the Unified CM.
•
Identify the users in the Unified CM with administration privileges in Unified CCX. If these users
do not exist in the Unified CM, then you must create those users in the Unified CM.
For the Unified CM documentation available on the Web, see Unified CM Documentation.
See Also
Cisco Installing Unified CM Guide
Bulk Administration Tool Guide for Cisco Unified CM
Cisco Unified CM Administration Guide
Cisco Unified CM Features and Service Guide
How to Configure Unified CM
For instructions on configuring the Unified CM, refer to the configuration instructions in the Unified CM
Administration Guide.
Most of the Unified CM configuration tasks are performed from the Unified CM Administration utility.
Unified CM Administration is installed on all Unified CM servers. To access Unified CM Administration
enter http://<CM_servername>/ccmadmin in a Web browser.
Unified CM Configuration Check List
When configuring the Unified CM, complete the tasks described in Table 5-1 to configure Unified CM
for use with Unified CCX.
Getting Started with Unified CCX
5-2
Chapter 5
Installing and Configuring Unified CM for Unified CCX
Outbound Configuration Check List
Table 5-1
Unified CM Configuration Check List
Task
Purpose
Configuration Location
1. Create Unified CM users that
will later be assigned
administrative privileges in the
Unified CCX Administration
software.
Provides a user account for Unified CCX to
connect with the Unified CM.
User Configuration page.
You will need to remember the user IDs and
passwords for when you install and configure
Unified CCX.
From the Unified CM Administration
page menu bar, select User
Management > End User and then
click the Add New button.
The user ID should not be longer than 31
alphanumeric characters. Although a user ID in
the Unified CM can contain up to 128
alphanumeric characters, in a Unified CCX
system, a user ID can be no longer than 31
alphanumeric characters.
2.Configure the appropriate
regions for the sites.
Specifies the Codecs to be used by calls between Region Configuration page
devices in that region and other regions.
From the Unified CM Administration
page menu bar, select System > Region
and then in the upper, right corner of the
window, click the Add a New Region
link.
3. Configure the locations for
the sites.
Implements Call Admission Control which
regulates voice quality by limiting the available
bandwidth for calls.
Location Configuration page.
4. Configure the devices with
the previously configured
regions.
Specifies the voice Codec to be used for calls in
the regions with the devices.
Device Pool Configuration page.
5. Configure the Unified CM
Group for the devices.
Specifies the Unified CM group to assign to
devices in this device pool.
Device Pool Configuration page.
6.Associate the phones with the Defines characteristics for devices, such as
appropriate device pool.
region, date/time group, failover behavior, and
others.
Note
From the Unified CM Administration
page menu bar, select System >
Location and then in the upper, right
corner of the window, click the Add a
New Location link.
From the Unified CM Administration
page menu bar, select System > Device
Pool and then in the upper, right corner
of the window, click the Add a New
Device Pool link.
Phone Configuration page.
You must set the configuration on each agent Cisco Unified Communications so that it can locate and
connect to Unified CM. This procedure varies by site according to the customer's network configuration.
Outbound Configuration Check List
The Outbound subsystem consists of the following components:
Getting Started with Unified CCX
5-3
Chapter 5
Installing and Configuring Unified CM for Unified CCX
Outbound Configuration Check List
•
Unified CCX Administration: Enables the Outbound subsystem configuration, creates campaigns,
and imports contacts to generate the dialing list.
•
Outbound subsystem: Is responsible for managing campaigns, maintaining the Outbound system
configurations, managing the dialing list, reserving agents, making Outbound calls, updating the call
data in the dialing list based on the outcome of the call, and deciding which contact records to
retrieve from a campaign.
The Outbound subsystem views campaigns as logical entities that group a set of contacts together in a
dialing list. Campaigns deliver outgoing calls to agents. Agents are assigned to campaigns using CSQs.
Table 5-2
Outbound Configuration Check List
Step
Task
For instructions, see
1a
Configure RmCM.
The Configuring the RmCm Provider section in the
Cisco Unified CCX Administration Guide.
1b
Create CSQs.
The Creating a CSQ section in the Cisco Unified
CCX Administration Guide.
1c
Assign resources to CSQ.
The Resource Skill Selection Criteria Within a CSQ
section in the Cisco Unified CCX Administration
Guide.
2
Upload the Outbound option
license.
The Verifying the RmCm and Outbound Subsystems
and the Viewing License Information sections in the
Cisco Unified CCX Administration Guide.
3
Verify that the RmCm and
Outbound subsystems are IN
SERVICE.
The Verifying the RmCm and Outbound Subsystems
section in the Cisco Unified CCX Administration
Guide.
4
Configure the general properties of
the Outbound subsystem.
The Configuring General Outbound Properties
section in the Cisco Unified CCX Administration
Guide.
5
Configure customer dialing time
range as determined by the
regulations of the required region
The How Is a Contact’s Local Time Determined?
section in the Cisco Unified CCX Administration
Guide.
6
Configure the dialing prefixes for
your geographic area.
The How the Outbound Option Works with Area
Codes section in the Cisco Unified CCX
Administration Guide.
7
Assign the CSQs and the percentage The Allocating CSQ Agent Pool Percentages, the
Handling Configuration Updates section, and the
of each CSQ to be used for
Outbound.
Configuring Contact Service Queues section in the
Cisco Unified CCX Administration Guide.
8
Create campaigns.
9
Import contacts for each campaign. The Importing Contacts for a Campaign section in
the Cisco Unified CCX Administration Guide
10
Enable campaigns.
Getting Started with Unified CCX
5-4
The Adding a New Campaign section in the Cisco
Unified CCX Administration Guide
The Enabling Campaigns section in the Cisco
Unified CCX Administration Guide
Chapter 5
Installing and Configuring Unified CM for Unified CCX
How to Check Your Phone Configuration in Unified CM
Table 5-2
Outbound Configuration Check List (continued)
Step
Task
For instructions, see
11
If the dialing list contains contacts The Adding Area Codes section in the Cisco Unified
CCX Administration Guide
outside of North America or if
Unified CCX is installed outside of
North America, manually add the
area codes and their corresponding
time zones of the regions
12
Enable direct preview in Cisco
Desktop Administrator.
The Cisco Desktop Administrator User's Guide.
13
Setup communication with the
agent’s desktop.
The Setting-up Communications with the Agent’s
Desktop section in the Cisco Unified CCX
Administration Guide
14
Agents log in and get ready to
The Agents Receive Outbound Calls section in the
receive Outbound calls (agents must Cisco Unified CCX Administration Guide
belong to CSQs assigned to
Outbound).
How to Check Your Phone Configuration in Unified CM
1.
From a Web browser, open Unified CM Administration/CCMADMIN
2.
From the Device menu, select Phone.
3.
In the Find and List Phones page, make sure the last text box is blank and click Find.
This will list all the Cisco Unified Communications phones connected to your system plus the CTI ports
and Call Control groups automatically created in Unified CM when you configured the Unified CCX
application.
About the Unified CM Extension Mobility Feature
Unified CM provides an extension mobility feature that lets users access their Cisco Unified
Communications configuration, including line appearances, services, and speed dials, from other Cisco
Unified Communications phones. If you enable extension mobility, agents can share the same Cisco
Unified Communications phone and retain their personal settings. In an Unified CCX system, Cisco
Unified Communications phones with extension mobility have the same behavior and features as regular
Cisco Unified Communications phones. Procedures for enabling extension mobility are not described in
this guide. For instructions, refer to the Unified CM Features and Service Guide.
Installing and Configuring Unified CME for Unified CCX
This part describes how to install and configure Unified CME for Unified CME.
Getting Started with Unified CCX
5-5
Chapter 5
About the Unified CM Extension Mobility Feature
Getting Started with Unified CCX
5-6
Installing and Configuring Unified CM for Unified CCX
P
A R T
3
Installing and Configuring Unified CME for
Unified CCX
CH A P T E R
6
Installing and Configuring Unified CME for
Unified CCX
This chapter describes how to install and configure Unified CME for Unified CCX.
This chapter contains the following:
•
About Unified CME, page 6-1
•
Support Information and Guidelines to Interoperate with Unified CME, page 6-1
•
How to Install and Configure Unified CME, page 6-2
•
Unified CCX Configuration Check List for Unified CME, page 6-3
About Unified CME
Effective Unified CCX Release 7.0, Unified CCX enables interoperability with Unified CME, Release
4.2 between Unified CCX and Unified CME.
After you complete the initial setup of Unified CCX (see Cisco Unified Contact Center Express
Installation Guide), you will have identified the information that Unified CCX requires to provision
Unified CME for Unified CCX. You can modify the Unified CME information from Unified CCX.
The interoperability with Unified CME allows for the following functions:
•
Configuration query and update between Unified CCX and Unified CME.
•
SIP-based simple and supplementary call control services including call routing between Unified
CME and Unified CCX using SIP-based route point.
•
Unified CCX keep alive session management of Unified CME.
•
Unified CCX device and call monitoring of agent lines and call activities in Unified CME.
•
Support of Unified CCX7.0 Cisco Agent Desktop for use with Unified CME.
Support Information and Guidelines to Interoperate with Unified
CME
The following Unified CCX features are supported by the Unified CME product for Unified CCX:
•
Unified CCX as a whole and as a child to Unified CCE (as a parent)
Getting Started with Unified CCX
6-1
Chapter 6
Installing and Configuring Unified CME for Unified CCX
How to Install and Configure Unified CME
•
Unified IP IVR
•
Unified EIM and the Unified WIM
•
Limited CAD Functionality
•
Limited CSD Functionality
The following Unified CCX features are not supported by the Unified CME offering:
•
High Availability (only single node support)
•
Outbound preview dialer
•
Remote monitoring
The following guidelines apply when using the Unified CME product for Unified CCX:
•
In the Unified CME Telephony subsystem the concept of CTI Ports does not exist. When a call is
offered at a CME Telephony Route Point, the route point accepts the call. The call is not transferred
to a CTI Port.
•
The Unified CME Telephony subsystem only supports G711 codec prompts.
•
Unified CME Telephony users are stored locally in the Unified CCX Database
•
Unified IP Phone Agents are limited to one Unified CCX platform for each Unified CME product
•
The Unified CME Telephony subsystem only SCCP Phones as agent devices.
How to Install and Configure Unified CME
Table 6-1 identifies the tasks to configure interoperability between Unified CCX and Unified CME.
Table 6-1
Tasks to Configure Interoperability between Unified CCX and Unified CME
Step
Task
Name of Document
1
Verify that the appropriate version of Unified CME is
installed on the router.
2
Configure the Unified CME router.
See the Configuring Interoperability with
External Services chapter in the Cisco
Unified Communications Manager
Express, Release 4.2 System Administrator
Guide.
Note down the AXL user ID, password, and the router’s IP
address
3
Configure Unified CME to enable interoperability with
Unified CCX.
4
Install Unified CCX for Unified CME.
See the Cisco Unified CCX Installation
Launch the setup wizard on Unified CCX and go through the Guide
setup for the Unified CME.
5
When setup launches, you are asked for the AXL user ID and
password that you created in Unified CME. You also need to
enter the router IP address.
See the Cisco Unified CCX Administration
Guide
6
Configure Unified CME Telephony Subsystem to enable
interoperability with Unified CCX.
7
Create users and assign the agent capability to these users in These two steps are explained in greater
Unified CCX.
detail in the next section.
Getting Started with Unified CCX
6-2
Chapter 6
Installing and Configuring Unified CME for Unified CCX
Unified CCX Configuration Check List for Unified CME
Unified CCX Configuration Check List for Unified CME
When configuring the Unified CME, complete the tasks described in Table 6-2 to configure Unified
CME for use with Unified CCX.
Note
Table 6-2
Licenses are installed for the first time in the Unified CCX setup wizard. Once you have uploaded the
licenses, the Unified CME Telephony Call Control Group is automatically created.
Tasks Performed in Unified CCX
Task
Purpose
Configuration Location
1. Obtain the AXL authentication
details for the Unified CCX setup
wizard.
During the Unified CCX setup process, the
administrator provides the Unified CME IP address
and hostname(s) and the Administrative XML
Layer (AXL) authentication (user ID and
password) information. You can change this
information at any time as required from Unified
CCX. If you do change the information, you must
provide the IP address of the AXL server to which
you will move this server.
Unified CCX setup wizard.
2. Configure the AXL User in
Unified CCX
The Unified CME Telephony subsystem is
available if your system has a license installed for
one of the following Cisco product packages:
Unified IP IVR, Unified CCX Standard, Unified
CCX Enhanced, or Unified CCX Premium.
See Chapter 6, Performing the
Initial Setup of Cisco Unified
CCX in the Cisco Unified CCX
Installation Guide
See Chapter 5: Provisioning
Unified CCX for Unified CME in
the Cisco Unified CCX
Administration Guide
You can change previously-configured Unified
CME setup information from Unified CCX.
3. Provision the Unified CME
Telephony Subsystem.
3a. Validate Unified CME and
Unified CCX versions.
The Unified CME Telephony subsystem sends and See Chapter 5: Provisioning
receives call-related messages from Unified CME. Unified CCX for Unified CME in
the Cisco Unified CCX
Use the validate tool when the configuration in
Administration Guide
Unified CCX and Unified CME are not
synchronized.
3b. Configure a Unified CME
The Unified CME Telephony provider opens a
Telephony Provider, if not already logical session with Unified CME to detect the
configured. Specify the server on
state of the connection.
which Unified CME is running, and
provide a Unified CME user ID and
password.
3c. Provision Unified CME
Telephony call control groups.
The Unified CME Telephony call control group is
automatically added based on license. It is created
when you upload the license.
3d.Provision a Unified CME
Telephony trigger. Unified CME
Telephony triggers invoke
application scripts in response to
incoming contacts.
Unified CME Telephony triggers define the route
point to which a directory number is associated.
Getting Started with Unified CCX
6-3
Chapter 6
Installing and Configuring Unified CME for Unified CCX
Unified CCX Configuration Check List for Unified CME
Table 6-2
Tasks Performed in Unified CCX (continued)
Task
Purpose
4. Provisioning the RmCm Provider The Unified CCX Resource Manager (RM) uses a
to allow the RmCm Subsystem to
Unified CM/Unified CME Telephony user (called
be in service.
the RmCm Provider) to monitor agent phones,
control agent states, and route and queue calls.
Configuration Location
See the Configuring the RmCm
Provider section in the Cisco
Unified CCX Administration
Guide
For unified CME, the concept of RmCm user does
not exist. The AXL Service provider account is
used to preform this task.
5.Creating resource groups.
Resource groups are collections of agents that your
CSQ uses to handle incoming calls. To use
This step can be handled by the
resource group-based CSQs, you must specify a
RmCm Wizard in the Unified CCX
resource group.
Adminstration GUI.
See the Configuring Resource
Groups section in the Cisco
Unified CCX Administration
Guide
6.Creating skills—if you are using
Unified CCX Enhanced or
Premium.
See the Configuring Skills section
in the Cisco Unified CCX
Administration Guide
The Skills hyperlink is available only if you are
using Unified CCX Enhanced or Premium license
packages.
This step can be handled by the
T Skills are customer-definable labels assigned to
RmCm Wizard in the Unified CCX agents. The two Unified CCX Enhanced packages
Adminstration GUI.
can route incoming calls to agents who have the
necessary skill or sets of skill to handle the call.
7. Assigning agents to resource
groups and assigning skills to
agents.
Once Cisco Unified Communications users are
See the Configuring Agents
section in the Cisco Unified CCX
defined as agents, the list of agents and their
associated Unified CCX Extensions are displayed Administration Guide
in the RmCm > Resources page. These agents are
This step can be handled by the
also
called resources. After you create a resource
RmCm Wizard in the Unified CCX
group,
you can assign agents (resources) to that
Adminstration GUI.
group.
8.Creating Contact Service Queues. You assign agents to a CSQ by associating a
resource group or skills to the CSQ. Agents in the
This step can be handled by the
selected resource group or having the selected
RmCm Wizard in the Unified CCX
skills are assigned to the CSQ.
Adminstration GUI.
9. Provisioning agent-based
routing— if you are using Unified
CCX Enhanced or Premium.
See the Configuring Contact
Service Queues section in the
Cisco Unified CCX Administration
Guide
Agent-based routing provides the ability to send a See the Configuring Agent-Based
call to a specific agent, rather than any agent
Routing section in the Cisco
available in a CSQ.
Unified CCX Administration
Guide
10. Creating teams and assigning
agents to teams.
A default team is automatically created by the
See the Configuring Teams section
in the Cisco Unified CCX
system and cannot be deleted. If agents are not
assigned to any team, they belong to the default
Administration Guide
This step can be handled by the
team. When an agent is assigned to a team, the
RmCm Wizard in the Unified CCX
team’s supervisor can barge-in and/or intercept any
Adminstration GUI.
call being handled by the agent.
Getting Started with Unified CCX
6-4
P
A R T
4
Installing and Provisioning Cisco Unified
CCX
CH A P T E R
7
Installing and Configuring Unified CCX
After you have configured Unified CM, install and configure Unified CCX.
This chapter contains the following:
•
Unified CCX Application Configuration Check List, page 7-1
Unified CCX Application Configuration Check List
Unified CCX require Unified CCX scripts. For instructions on creating and editing scripts, refer to the
Cisco Unified Contact Center Express Script Developer Series documentation at the Unified CCX web
site.
To configure your applications for Unified CCX, do the following tasks in the given order.
Table 7-1
Unified CCX Application Configuration Check List
Task
Purpose and Notes
Configuration Location
1. If needed, edit the script
and create the prompts
required by the script.
To customize the script for your
needs.
Unified CCX script editor The Cisco Unified CCX
Scripting and Developer
and Unified CCX
administration.
Series documentation.
2. Upload the script and
upload any prompts needed
for the script.
This step can be handled by
the Application Wizard in the
Unified CCX Administration
GUI.
Note
By double clicking on an
uploaded script listed in the
Unified CCX Script
Management page, you can
open the script with the
Unified CCX Editor.
To put the needed scripts and
prompts in the Unified CCX
repository so that they are available
for use in a Unified CCX
application.
Procedure Location
Managing Scripts, Prompts,
Grammars, and Documents
in the Cisco Unified CCX
Administration Guide.
Unified CCX Script
Management page
From the Unified CCX
administration menu bar,
select Applications >
Script Management.
Then in the Script
Management page, click
Upload New Scripts.
The Uploading a Script
section in the Cisco Unified
CCX Administration Guide.
Getting Started with Unified CCX
7-1
Chapter 7
Installing and Configuring Unified CCX
Unified CCX Application Configuration Check List
Table 7-1
Unified CCX Application Configuration Check List (continued)
Task
Purpose and Notes
3. Add the application.
To perform a telephony task
through Unified CCX, you need a
Unified CCX application.
Configuration Location
Procedure Location
Unified CCX Application The Configure a Cisco
Configuration page.
Script Application section in
This step can be handled by
the Cisco Unified CCX
the Application Wizard in the
From the Unified CCX
Administration Guide.
Unified CCX Administration Adding an application involves
administration web page
menu bar, select
GUI.
giving it a name, assigning it a
script, and defining any application Applications >
variables.
Application
An example application that comes Management and then in
the upper, right corner of
with Unified CCX is the
the window, click the
AutoAttendant.
Add New Application
The script for the Unified CCX
link.
isicd.aef.
Next, Under Application
Type, select Cisco Script
Application and click
Next.
3.1. Give the application a
To make the application available
name and assign the script to for use.
the application.
Unified CCX Script
Application web page.
The Configure a Cisco
Script Application section in
the Cisco Unified CCX
Administration Guide.
Unified CCX Script
Application web page.
The Configure a Cisco
Script Application section in
the Cisco Unified CCX
Administration Guide.
This step can be handled by
the Application Wizard in the
Unified CCX Administration
GUI.
3.2.Customize the
application parameters.
On the Application page, if there
are variables, you can customize
the application by the definitions
(values) you give the variables.
This step can be handled by
the Application Wizard in the
Unified CCX Administration If you are using a Cisco supplied
GUI.
script, you might want to customize
the application prompts. For
example, you can record and
upload your own prompts.
Getting Started with Unified CCX
7-2
Chapter 7
Installing and Configuring Unified CCX
Unified CCX Application Configuration Check List
Table 7-1
Unified CCX Application Configuration Check List (continued)
Task
Purpose and Notes
Configuration Location
Procedure Location
4. Add the application
trigger.
Enable the application to respond to Unified CCX Add
The Add Application
Unified CM Telephony calls and/or Application Triggers web Triggers section in the Cisco
HTTP requests.
page.
Unified CCX Administration
This step can be handled by
Guide.
the Application Wizard in the Note When you configure
From the script
Unified CM Telephony
Unified CCX Administration
configuration page of the
triggers, you need to
application for which you
GUI.
specify the CTI Route Point want to add a trigger,
attributes used by the
click the Add New
trigger. For example, device Trigger link.
pool, location, and voice
mail profile.
5.Test the application.
Make sure it works.
Note
Before the Unified CCX
system can receive calls,
the Unified CCX engine
must be running.
From one of your phones, Your application specific
phone the number
documentation.
specified by the trigger.
Or if you have an HTTP
trigger, use a standard
Web browser to go to the
URL for the HTTP
trigger
Getting Started with Unified CCX
7-3
Chapter 7
Unified CCX Application Configuration Check List
Getting Started with Unified CCX
7-4
Installing and Configuring Unified CCX
CH A P T E R
8
Deploying the Sample Script, icd.aef
This chapter contains the following:
•
Unified CCX Script Overview, page 8-1
•
Designing and Configuring Unified CCX Scripts, page 8-2
•
Testing your System and the Unified CCX Script, page 8-2
The Unified CCX script is referred to as the Integrated Contact Distribution (ICD) script, icd.aef. The
icd.aef script accepts a call, plays a welcoming prompt, and then either connects the caller to an available
resource or queues the call until a resource becomes available. while queued, the caller periodically hears
a prompt explaining that the call is still in the queue and still waiting for an available resource. When
the resource becomes available, the script connects the call.
The icd.aef script is included with your Unified CCX editor package. Be sure to verify that the scripts
works with your system. For information on the variables and steps for the icd.aef script, refer to The
Basic Unified CCX Script section in the Cisco Unified CCX Scripting and Development Series:
Volume 1, Getting Started with Scripts.
Unified CCX Script Overview
The icd.aef script is available with any Unified CCX package. It establishes a simple call queue and
routes callers to a agents in a group as the agents become available.
You can use the Unified CCX Editor to create any number of Unified CCX scripts to provide options to
queue telephone calls and connect them to available resources.
The icd.aef script does the following:
•
Accepts a call.
•
Plays a welcoming prompt.
•
Does one of the following:
– Connects the caller to an agent (if configured).
– Queues the call and periodically plays a prompt to the caller.
Getting Started with Unified CCX
8-1
Chapter 8
Deploying the Sample Script, icd.aef
Designing and Configuring Unified CCX Scripts
Designing and Configuring Unified CCX Scripts
For instructions on creating or modifying an Unified CCX script, see Designing Unified CCX Scripts
section in the Cisco Unified CCX Scripting and Development Series: Volume 1, Getting Started
with Scripts.
Follow the instructions for configuring Unified CCX in theUnified CCX Application Configuration
Check List, page 7-1. The sysadmin must create an application that uses the icd.aef script, configure that
application, and then configure a Unified CM Telephony trigger (CTI route point) for the application.
A Unified CM Telephony trigger responds to calls that arrive on a specific route point by selecting
telephony and media resources to serve the call and invoking an application script to handle the call.
Testing your System and the Unified CCX Script
Verify that your system and the Cisco AutoAttendant application work.
1.
Select one of the phone numbers configured in Unified CM and dial that phone number to see if you
get the correct phone. If you get the correct phone, the Unified CM is working.
2.
On one of your IP phones, pone the Unified CM Telephony trigger.
If you get the welcome prompt, then theicd.aefscript is working.
Getting Started with Unified CCX
8-2
CH A P T E R
9
Installing Agent and Supervisor Desktop for
Unified CCX
This chapter contains the following:
•
About Agent and Supervisor Desktops for Unified CCX, page 9-1
•
About Routing and CSQs, page 9-2
•
Cisco Agent Desktop Configuration Check List, page 9-2
•
How to Install and Configure the Cisco Agent Desktop Applications, page 9-7
Agents use the Cisco Agent Desktop (commonly referred to as CAD) to login to the Unified CCX server
and control their ACD state, control incoming and outgoing calls, chat with supervisors and other agents
on their team, view their own real-time statistics, and view their own recent call activity.
Supervisors use the CSD to view real-time queue and agent statistics, view recent call activity for agents,
change agent states, chat with agents, and send marquee messages to all agents on the selected team.
With the Enhanced or Premium packages, the supervisor can also barge-in or intercept ACD calls,
silently monitor agents, and record agent calls.
About Agent and Supervisor Desktops for Unified CCX
The Unified CCX system uses the agent and supervisor desktops to provide resource distribution and
queuing to call centers.
Note
Before an agent logs in, the agent must be assigned to a phone or device profile that contains their
Unified CCX extension. The Unified CCX extension must be unique and cannot be duplicated anywhere
else in the Unified CM cluster, regardless of any partition configuration. You can assign an agent's
Unified CCX extension to a Cisco Unified Communications phone or extension mobility device profile.
An agent has the following user interface options:
•
Use Cisco Agent Desktop (CAD) with a Cisco Unified Communications phone
•
Use CAD with the Cisco Unified Communications Communicator
•
Cisco Unified Communications Phone Agent (no software required on the agent's PC)
Getting Started with Unified CCX
9-1
Chapter 9
Installing Agent and Supervisor Desktop for Unified CCX
About Routing and CSQs
About Routing and CSQs
An agent can participate in two types of routing:
•
CSQ is an application program that places incoming calls in a queue and distributes them to the
appropriate set of agents as the agents become available. Each CSQ controls incoming Unified CCX
calls and determines where an incoming call is placed in the queue and to which agent the call is
sent. Each CSQ selects resources from an associated resource pool that you define.
Each CSQ is bound to either a Resource Group or a list of one or more Resource Skills. Agents are
assigned to a Resource Group and/or one or more Resource Skills. Therefore, your choices in CSQ
and Agent Configuration determine the pool of agents that are qualified to receive the call. When an
agent becomes available to take a call, the system chooses a queued call from one of the CSQs whose
resource pool includes the agent, and routes that call to that agent. You can choose various
combinations of resource skills or resource group mappings when configuring CSQs. If you choose
to map a resource group to a CSQ, you cannot map any other resource groups or skills to that same
CSQ. Also, you cannot use that same resource group for other CSQs.
•
Agent-based routing provides the ability to send a call to a specific agent, rather than any agent
available in a CSQ. This type of routing does not support queuing.
Cisco Agent Desktop Configuration Check List
To configure your agent desktop for Unified CCX, do the following tasks in the given order.
Getting Started with Unified CCX
9-2
Chapter 9
Installing Agent and Supervisor Desktop for Unified CCX
Cisco Agent Desktop Configuration Check List
Table 9-1
Cisco Agent Desktop Configuration Check List
Task
Purpose and Notes
1. Assign Unified CCX
extensions for users who are
Unified CCX agents.
To enable Unified CCX to
communicate with Unified
CM, you first need to
assign extensions for these
agents.
Note
This step can be handled
by the RmCm Wizard in
the Unified CCX
Administration GUI.
2. Configure Unified CCX
supervisors
This step can be handled by the
RmCm Wizard in the Unified
CCX Administration GUI.
Configuration Location
From the Unified CM
Administration menu bar,
choose User Management >
End User. If the agent already
has a defined user record, click
the Find button to select it.
If you delete a Unified
Otherwise, click the Add New
CCX user with
button to create a new user
Administrative rights from
record for the agent and fill in
Unified CM, the user will
the required fields. Then, use
not be able to log into the
the Unified CCX Extension
Unified CCX
field to configure the extension
administration web
that the agent will use to receive
interface.
Unified CCX calls
You must enable the
appropriate agents to act as
supervisors. The User
Management menu option
allows you to assign access
levels to Unified CCX
system administrators and
supervisors. When you
configure a Unified CCX
supervisor, you are
configuring users who can
access the Unified CCX
Supervisor web pages. You
are not creating a
supervisor for Unified
CCX.
Procedure Location
The Configuring Unified
CM for Unified CCX
section in the Cisco
Unified CCX
Administration Guide.
From the Unified CCX
administration web page menu
bar, select Tools > User
Management. Select a user ID
in the CM Users list. and choose
the list to which this user ID
must be assigned. Click Update
to apply the changes.
The User Management
Menu Option section in
the Cisco Unified CCX
Administration Guide.
From the Unified CCX
administration web page menu
bar, choose Subsystems >
RmCm and click the Resource
Groups link. Then select the
Add a New Resource Group
link. In the Resource Group
Name field, enter a resource
group name. identify the
resource group, and click Add.
The Creating, Modifying,
and Deleting Resource
Groups section in the
Cisco Unified CCX
Administration Guide.
A Unified CCX supervisor
must be configured as an
agent even if that agent will
not answer ACD calls.
3. Create resource groups.
This step is required with the
Unified CCX Standard. It is
optional for the Unified CCX
Enhanced and Premium.
Note
This step can be handled
by the RmCm Wizard in
the Unified CCX
Administration GUI.
Resource groups are
collections of agents that
your CSQ uses to handle
incoming Unified CCX
calls. To use resource
group-based CSQs, you
must specify a resource
group.
Getting Started with Unified CCX
9-3
Chapter 9
Installing Agent and Supervisor Desktop for Unified CCX
Cisco Agent Desktop Configuration Check List
Table 9-1
Cisco Agent Desktop Configuration Check List (continued)
Task
Purpose and Notes
Configuration Location
Procedure Location
4. Create skills
Skills are
customer-definable labels
assigned to agents. The
Unified CCX Enhanced
and Premium packages can
route incoming calls to
agents who have the
necessary skill or sets of
skill to handle the call.
From the Unified CCX
administration menu bar, choose
Subsystems RmCm. Click the
Skills hyperlink and select the
Add a New Skill hyperlink. In
the Skill Name field, enter a
description of a relevant skill
and click Add.
The Creating, Modifying,
and Deleting Skills
section in the Cisco
Unified CCX
Administration Guide.
From the Unified CCX
administration menu bar, choose
Subsystems > RmCm. On the
Unified CCX Configuration
navigation bar, click the
Resources hyperlink. Click the
name of the agent in the
Resource Name column and
assign the requirements for each
field. Click Update to apply the
changes.
The Assigning Resource
Groups and Skills to
Agents section in the
Cisco Unified CCX
Administration Guide.
This step applies only if you are
using Unified CCX Enhanced or
Premium.
Note
This step can be handled
by the RmCm Wizard in
the Unified CCX
Administration GUI.
Do not create skills
exceeding the
recommended values for
the Cisco MCS on which
the Unified CCX is
installed. For more
information, refer to the
Unified CCX Data Sheets.
5. Assign agents to resource
groups and skills to agents.
Agents that handle calls are
called resources. You must
create a resource group,
It is not necessary to assign an
and then assign agents
agent to a resource group with
(resources) to that group. If
Unified CCX Enhanced or
you have the Unified CCX
Premium. If you have one of these
Enhanced package, you
packages, only perform this step
can create and add skills to
if you want to use resource
agents. You can also select
group-based CSQs.
the competence level of the
Note
This step can be handled agent(s) in assigned skills.
by the RmCm Wizard in Competence level indicates
the Unified CCX
the agent’s level of
Administration GUI.
expertise in that skill (1
indicating beginner and 10
indicating expert). You can
assign resource groups and
skills to agents either
individually or in bulk. The
bulk option enables you to
assign skills and resources
groups to many agents at
the same time. You can
assign up to 50 skills to
agents.
Getting Started with Unified CCX
9-4
Chapter 9
Installing Agent and Supervisor Desktop for Unified CCX
Cisco Agent Desktop Configuration Check List
Table 9-1
Cisco Agent Desktop Configuration Check List (continued)
Task
Purpose and Notes
Configuration Location
Procedure Location
6. Create CSQs.
The CSQ controls
incoming Unified CCX
calls by determining where
an incoming call is placed
in the queue and to which
agent the call is sent. After
you assign an agent to a
resource group and/or
skills, you must assign
agents to a CSQ by
associating a resource
group or skills to the CSQ.
From the Unified CCX
administration menu bar, choose
Subsystems > RmCm. On the
Unified CCX Configuration
navigation bar, click the
Contact Service Queues
hyperlink. Click the Add a new
Contact Service Queue
hyperlink and assign the
requirements for each field.
Click Next to select the required
Resource Selection Criteria.
Click Add to apply changes and
update the system.
The Creating, Modifying,
and Deleting Contact
Service Queue section in
the Cisco Unified CCX
Administration Guide.
Remote monitoring allows
This step applies only if you are a supervisor to call into any
using Unified CCX Premium and site where the supervisor
necessary if are using the remote has a Unified CM user
profile and monitor an
monitoring feature.
agent’s conversation.
When you, as a supervisor,
monitor a conversation,
you can hear all parties on
the call. The parties will
have no indication that you
are monitoring the call.
You cannot join the call or
be heard by the parties.
You can monitor a call by
choosing a resource
(agent) or an CSQ.
From the Unified CCX
administration menu bar, choose
Applications > Application
Management.Click the Add a
New Application hyperlink and
choose Next from the
drop-down menu and select the
required resource Selection
Criteria. Click Add to apply
changes and update the system.
The Configuring and
Using Remote
Monitoring section in the
Cisco Unified CCX
Administration Guide.
Note
This step can be handled
by the RmCm Wizard in
the Unified CCX
Administration GUI.
7. Provision remote monitoring.
For CSQ monitoring, the
supervisor cannot start
monitoring the call after it
connects to the agent; the
call must reach the agent
after supervision begins.
For agent monitoring,
supervision can begin after
the call connects to the
agent.
Getting Started with Unified CCX
9-5
Chapter 9
Installing Agent and Supervisor Desktop for Unified CCX
Cisco Agent Desktop Configuration Check List
Table 9-1
Cisco Agent Desktop Configuration Check List (continued)
Task
Purpose and Notes
Configuration Location
Procedure Location
8. Provision agent-basedrouting.
Agent-based routing
provides the ability to send
a call to a specific agent,
rather than any agent
available in a CSQ. Use
this option to configure
system-wide parameters in
an agent-based routing
application.
From the Unified CCX
administration menu bar, choose
Subsystems > RmCm. On the
Unified CCX Configuration
navigation bar, click the Agent
Based Routing Settings
hyperlink and assign the
requirements for each field.
Click Update to apply the
changes.
The Configuring
Agent-Based Routing
section in the Cisco
Unified CCX
Administration Guide.
A team is a group of agents
who report to the same
supervisor. When an agent
is assigned to a team, their
supervisor can barge-in
and/or intercept any call
being handled by any agent
within this team. A
supervisor can also
monitor any CSQs that are
assigned to this team. A
team must have one
primary supervisor.
From the Unified CCX
administration menu bar, choose
Subsystems > RmCm. On the
Unified CCX Configuration
navigation bar, click the Teams
hyperlink and click the Add a
new Team hyperlink and assign
the requirements for each field.
Click Update to apply the
changes.
The Creating, Modifying,
and Deleting Teams
section in the Cisco
Unified CCX
Administration Guide.
From the Unified CCX
administration menu bar, choose
Subsystems > RmCm. On the
Unified CCX Configuration
navigation bar, click the Teams
hyperlink and click the Add a
new Team hyperlink and click a
name in the Team Name
column. Select an agent name in
the Resources Assigned to other
Teams list and use the arrow
icon to move it into the
Assigned Resources list and
click Update to apply the
changes.
The Creating, Modifying,
and Deleting Teams
section in the Cisco
Unified CCX
Administration Guide.
This step applies only if you are
using Unified CCX Enhanced or
Premium and if you are using
agent-based routing.
9. Createteams.
Note
This step can be handled
by the RmCm Wizard in
the Unified CCX
Administration GUI.
A team can additionally
have one or more
secondary supervisors.
10.Start Assign agents to teams.
Note
This step can be handled
by the RmCm Wizard in
the Unified CCX
Administration GUI.
All agents belong to a
default team. A default
team is created
automatically by the
system; you cannot delete
it.
Getting Started with Unified CCX
9-6
Chapter 9
Installing Agent and Supervisor Desktop for Unified CCX
How to Install and Configure the Cisco Agent Desktop Applications
How to Install and Configure the Cisco Agent Desktop
Applications
This chapter provides installation and configuration information for the Cisco agent and supervisor
desktop in your contact center after the Unified CCX platform is installed and configured. Upon
successful installation into a properly-configured Unified CCX environment, the basic function of agent
and supervisor desktops are ready to use with no further configuration required.
Before you install the agent desktop, you need a web browser and the following information:
Task
•
The Cisco Unified Communications address of the Unified CCX server.
•
The user name and password to access the Unified CCX User Options web page (the same user name
and password you use to access Cisco Agent Desktop).
•
The destination folder on the user’s PC in which you will install the application.
•
The extension of the user’s Unified CCX phone.
Purpose and Notes
Configuration Location
Procedure Location
The Installing Agent Desktop
section and the Installing
Supervisor Desktop section
in the Cisco CAD Installation
Guide.
1. Install the agent Note
and
supervisordesktop.
Refer to the Cisco CAD
Installation Guide.
From the web browser.
2. Start the agent
desktop.
Note
Agents are not tied to a specific
workstation—they can log into
agent desktop at any
workstation by entering their
unique desktop ID and
password.
To start the agent desktop click The Starting Agent Desktop
Start > Programs > Cisco > section in the Cisco Agent
Desktop > Agent. The login
Desktop User's Guide.
screen appears. Enter your
agent desktop ID, password,
and extension in the
appropriate fields, then click
OK or press Enter.
3.Handle calls
You can use a hard Cisco Unified
Communications phone or Cisco IP
Communicator to handle calls.
You can answer calls, make a
call, conference other callers,
or transfer a call.
The Handling Calls section
in the Cisco Agent Desktop
User's Guide.
Getting Started with Unified CCX
9-7
Chapter 9
How to Install and Configure the Cisco Agent Desktop Applications
Getting Started with Unified CCX
9-8
Installing Agent and Supervisor Desktop for Unified CCX
CH A P T E R
9
Monitoring and Recording Features for Unified
CCX
The Unified CCX call statistics, recording, and monitoring server maintains Unified CCX call statistics
and provides recording and call monitoring functions for the for Unified CCX Enhanced and Premium
packages. This chapter provides information on the dependencies to use the monitoring and recording
features in Unified CCX.
This chapter contains the following:
•
Remote Monitoring, page 9-1
•
CSD Monitoring, page 9-2
•
Recording Agent Conversations, page 9-2
•
Recording Prompts, page 9-2
Remote Monitoring
Note
The Remote Monitoring section only applies to Unified CCX Deployments with Unified CM.
Remote monitoring allows a supervisor to call into any site where the supervisor has a Unified CM user
profile and monitor an agent’s conversation. You must configure remote monitoring applications when
you want to use remote monitoring.
When you, as a supervisor, monitor a conversation, you can hear all parties on the call. The parties will
have no indication that you are monitoring the call. You cannot join the call or be heard by the parties.
With remote monitoring, you can choose to monitor a call in either of these ways:
•
By resource (agent)—In this case, you identify the resource by agent extension.
Refer to the Configure a Remote Monitoring Application section in the Cisco Unified CCX
Administration Guide for detailed configuration information.
•
By CSQ—In this case, you will monitor the call of an agent who belongs to the CSQ. When you
monitor by CSQ, you select the CSQ from a menu.
Refer to the Configure a Remote Monitoring Application section in the Cisco Unified CCX
Administration Guide for detailed configuration information.
Getting Started with Unified CCX
9-1
Chapter 9
Monitoring and Recording Features for Unified CCX
CSD Monitoring
Note
Remote Monitoring is only available with the Unified CCX Premium.
CSD Monitoring
Supervisors can monitor an agent's call using the Cisco Supervisor Desktop (CSD).
Refer to the Supervisor Desktop Functions section in the Cisco Supervisor Desktop User Guide for
detailed configuration information.
Note
CSD Monitoring is available with Unified CCX Enhanced and Premium.
Recording Agent Conversations
Depending on whether you are an agent or a supervisor, you can monitor and/or record agent phone calls.
If configured to do so, agents can record their own customer calls. See the Cisco Agent Desktop User
Guide for information on procedures, and the Cisco Desktop Administrator User Guide for information
on how to configure agents so that they can record phone calls.
Supervisors can monitor and/or record agents' phone calls. See the Cisco Supervisor Desktop User Guide
for more information.
Recording Prompts
Prompts are messages that the Unified CCX system plays back to callers. Unified CCX applications
often use prompts to elicit caller response so that the Unified CCX system can transfer calls, receive
account information, and perform other functions. Refer to the Managing Prompt Files section in the
Cisco Unified Contact Center Express Administration Guide for detailed information on prompts.
Through Unified CCX Administration Media Configuration, you can create and modify the prompts that
your scripts use. You can also upload spoken names for each person in the organization, so callers receive
spoken names rather than spelled-out names when the automated attendant is asking the caller to confirm
which party they want.
You can use any sound recording software to record a prompt if the software can save the prompt in the
required file format. You can record a different prompt for each instance of a script.
Refer to the Cisco Unified CCX Scripting and Development Series documents for more information on
recording prompts.
The Cisco Unified CCX Scripting and Development Series includes the following documents
•
Volume 1, Getting Started with Cisco Unified CCX Scripting
•
Volume 2, Cisco Unified CCX Editor Reference
•
Volume 3, Cisco Unified CCX Expression Language Reference
Getting Started with Unified CCX
9-2
CH A P T E R
10
Using Unified CCX Historical Reports
This chapter contains the following:
•
The Default Unified CCX Historical Reports, page 10-2
•
Real-Time Unified CCX Reports, page 10-2
You can use a web browser to administer the Unified CCX Engine and your Unified CCX applications
from any computer on the network. You can use the Unified CCX administration web interface to start
and stop the Unified CCX Engine, configure system parameters, monitor Unified CCX Engine activity,
and view real-time and historical reports that include total system activity and application statistics. This
chapter provides information on configuring the database connection for to facilitate historical reports
and scheduling details for users.
Note
The Unified CCX database is separate from the customer database. A customer database needs to
purchased separately and stores basic client information such as name, telephone, type, and so forth. In
order to query a database from an Unified CCX script, you need to have purchase premium licensing.
Refer to the Cisco Unified CCX Compatibility Matrix for the list of supported database servers.
The Unified CCX historical reports system is designed to provide you with information about the call
activities of your Unified CCX system. With Unified CCX Historical Reports, you can perform the
following functions:
Warning
•
View, print, and save reports.
•
Sort and filter reports.
•
Send scheduled reports to a file or to a printer.
•
Export reports in a variety of formats, including Portable Document Format (PDF), Microsoft Excel,
Rich Text Format (RTF), Extensible Markup Language (XML), and comma-separated values
(CSVs).
•
Prepare custom reports using a variety of generally available third-party applications that are
designed to create reports from databases.
You cannot run historical reports using the web browser. The historical reports client viewer is a
stand-alone Windows-based application. You must first download the plugin for client viewer from
Unified CCX, install it on a client machine (on a machine other than the Unified CCX server), and then
run reports from the client viewer. Refer to the Cisco Unified CCX Historical Reports User Guide for
more information.
Getting Started with Unified CCX
10-1
Chapter 10
Using Unified CCX Historical Reports
The Default Unified CCX Historical Reports
Setting up Unified CCX for historical reporting consists of three tasks:
1.
Configuring limits for client/scheduler database connections.
2.
Specifying users who can use historical reporting.
3.
Defining purge configuration and scheduling.
Note
Verify that the Number of HR Session Licenses field (in the System Parameters web page of the Unified
CCX Administration GUI) is updated to reflect the licensed value. This value cannot be greater than the
number of licensed Unified CCX seats. The default value is 0 for Unified CCX (Standard, Enhanced,
and Premium). Refer to the Historical Reporting Configuration section in the Cisco Unified Contact
Center Express Administration Guide for detailed configuration information. Also refer to the Managing
Cisco Unified CCX Historical Reporting section in the Cisco Unified Contact Center Express Historical
Reports User Guide.
Warning
If the Number of HR Session Licenses field value remains at 0 (default), you may encounter a licensing
error and you cannot login to the Historical Reporting Client.
The Default Unified CCX Historical Reports
The hrcConfig.ini file contains general configuration information for the Unified CCX Historical
Reports client system. Refer to the hrcConfig.ini configuration File section in the Cisco Unified Contact
Center Express Historical Reports User Guide for more information.
By default, each historical report contains one or more charts that display specific information in the
report. You can choose whether to include or omit charts. Refer to the Including Charts with a Report
section in the Cisco Unified Contact Center Express Historical Reports User Guide for more
information.
By default, the Unified CCX Historical Reports client saves Report Settings files on your computer in
the Unified CCX Historical Reports\Reports directory, which is under the directory in which you
installed the Unified CCX Historical Reports system. (By default, the system installs in the Program
Files directory.) The client gives a Report Settings file the name report.chc, where report is the name of
the report for which you are saving settings. You can change the default directory and the base file name
for a Report Settings file. The file name must have the extension .chc. Refer to the Saving Report Setting
section in the Cisco Unified Contact Center Express Historical Reports User Guide.
Real-Time Unified CCX Reports
When the Unified CCX system is configured and functioning, you can run reports to monitor real-time
activity directly from the agent and supervisor desktops.
Refer to the Reporting on Real-Time Unified CCX Data section in the Cisco Unified CCX Administration
Guide.
Getting Started with Unified CCX
10-2
CH A P T E R
11
Managing Unified CCX
This chapter contains the following:
•
Managing Prompt, Grammar, and Document Files, page 11-1
•
Managing Unified CCX Datastores, page 11-2
When you have provisioned the telephony and media resources, the Unified CCX subsystem, additional
subsystems (if required) and configured the Cisco script applications, then you can manage the following
files:
•
Prompt, Grammar, and Document Files
•
Central, datastore, and Unified CCX repository
Managing Prompt, Grammar, and Document Files
Unified CCX applications might use auxiliary files that interact with callers, such as scripts,
pre-recorded prompts, grammars, and custom Java classes. Depending on each implementation, Unified
CCX applications use some or all of the following file types:
•
Prompts. Many applications make use of pre-recorded prompts, stored as .wav files, which are
played back to callers in order to provide information and elicit caller response.
•
Grammars. The Unified CCX system uses specific grammars when recognizing and responding to
caller response to prompts. A grammar is a specific set of all possible spoken phrases and/or DTMF
digits to be recognized by Unified CCX applications and acted upon during run time.
•
Documents.Documents might consist of .txt, .doc, .jsp, or .html files. Documents can also include
custom classes and Java Archive (JAR) files that allow you to customize the performance of your
Unified CCX system. Several system-level prompt, grammar, and document files are loaded during
Unified CCX installation. However, any file you create needs to be made available to the Unified
CCX engine before a Unified CCX application can use them. This is done through the Unified CCX
cluster’s repository datastore, where the prompt, grammar, and document files are created, stored,
and updated.
Note
The Unified CCX Server's local disk prompt, grammar, and document files are synchronized
with the central repository during Unified CCX engine startup and during run-time when the
Repository datastore is modified. For more information, refer to the Cisco Unified CCX
Administration Guide.
Getting Started with Unified CCX
11-1
Chapter 11
Managing Unified CCX
Managing Unified CCX Datastores
Managing Unified CCX Datastores
Datastores are components that allow you to manage and monitor historical, repository, and
configuration data in the Unified CCX cluster.
The Datastore Control Center allows you to configure and manage the following data in the cluster:
•
Agent records
•
Historical records
•
Repository data, such as prompts, grammars and documents
•
Configuration data for historical reporting
Access the Datastore Control Center by selecting Applications > Datastore Control from the Unified
CCX administration menu bar.
You can use the Datastore Control Center to obtain an overview of the datastores in the cluster and their
relationships, manage the datastore read/write access, monitor and control the replication agents (only
available for agent, historical, and repository datastores), and activate the Publisher.
Note
For more information, refer to the Cisco Unified CCX Administration Guide.
Getting Started with Unified CCX
11-2
G L O S S A RY
A-C-D-E-F-G-I-J-L-M-N-P-R-S-T-V-W-X
A
ACD
Automatic Call Distribution. A feature that automatically routes incoming calls to the next available or longest idle agent or
attendant in a line hunt group.
alarm
Signals that declare the run-time status and state of the Unified CCX system and provide information for troubleshooting.
Alarms can be forwarded to a Syslog server, to an SNMP trap subagent, or to a Windows Event Log.
alarm catalog
A file that contains alarms definitions.
alarm definition
A list of alarms and their properties. The definition for each alarm includes the alarm name, a description, an explanation,
recommended actions, and related information.
alarm message
An alarm name followed by the reason for the alarm or the module name.
alarm service
A Windows service that receives alarms from the Cisco Unified CCX Engine and its subsystems.
application
In general, an application is a program that helps you accomplish a specific task; for example, a word processing program, a
spreadsheet program, or an FTP client. Applications should be distinguished from system programs, which control the
computer and run applications, and utilities, which are small assistance programs. In Unified CCX, an application represents
a configured combination of one or more triggers, a script, and the values for any parameter in that script.
Application Engine
A group of Java beans that can be combined in many ways to create applications such as Cisco Unified IP IVR. The Application
Engine is the execution vehicle for all Unified CCX based applications including Cisco Unified Contact Center Express, Cisco
Unified IP IVR, and Cisco Unified Queue Manager scripts.
Getting Started with Unified CCX
GL-1
Glossary
ASR
Automatic Speech Recognition. A technology that allows users of IVR systems to speak entries rather than enter numbers on
a keypad.
Automatic Call Distribution
See ACD.
Automatic Speech Recognition
See ASR.
C
Call control group
Allows you to control how the Unified CCX system uses CTI ports.
Call queuing
A method of handling calls until they can be answered by an agent.
Campaign
A grouping of contacts for a particular purpose, such as a sales drive or a general announcement to a group of customers.
Campaigns are used by Unified CCX Blended Preview Outbound Dialer to automatically place outgoing calls to a specific list
of contacts.
Campaign manager
A Campaign Manager is the main control program of the Unified CCX Blended Preview Outbound Dialer. It maintains
campaigns, dialer configuration, and current campaign data.
CDP
Cisco Discovery Protocol. Media- and protocol-independent device-discovery protocol that runs on all Cisco-manufactured
equipment including routers, access servers, bridges, and switches. Using CDP, a device can advertise its existence to other
devices and receive information about other devices on the same LAN or on the remote side of a WAN. CDP runs on all media
that support SNAP, including LANs, Frame Relay, and ATM media.
Cisco Unified CCX Alarm Service
A Windows service automatically installed as part of Unified CCX installation that receives alarms about system events from
the Cisco Unified CCX Engine and its subsystems. These alarms are defined in XML format in files called catalogs, which are
set up as part of the Unified CCX installation process.
CISCO-CCM-MIB
Cisco Unified CallManager Management Information Base. Exports the data in the Cisco Unified CallManager database and
other data sources. Examples of data exports include Cisco Unified CallManager group tables, region tables, time zone group
tables, phone detail tables, gateway information tables, and status traps.
Getting Started with Unified CCX
GL-2
Glossary
Cisco Unified CCX
Cisco Unified Contact Center Express. A platform that offers integrated application functionality, including Cisco Unified
Contact Center Express for contact center functionality such as ACD, CTI, IVR, Cisco Unified IP IVR for call treatment and
self-help automation, and to provide call treatment to calls in queue.
Cisco Unified CCX Editor
A Windows tool with which application designers create new scripts or modify existing scripts. The visual scripting tool allows
designers to drag and drop call-flow steps from a palette into the main design window.
Cisco Unified CCX Engine
Execution vehicle for Unified CCX scripts. The Unified CCX Engine can run multiple scripts simultaneously. On startup, the
Unified CCX Engine loads all scripts and configuration information from the Unified CCX configuration datastore server.
Individual scripts can be updated in real time and manually pushed to the Unified CCX Engine without restarting the engine.
Scripts that are running when a download occurs will not be affected by updates; they will run to completion with the pre-update
logic. One Cisco Unified CallManager can support multiple Unified CCX engines, but the Unified CCX engines bind to only
one Cisco Unified CallManager.
In Unified CCX 4.1, one Cisco Unified CallManager supports many Unified CCX Clusters (and not just one engine) and one
Unified CCX cluster, which may contain up to 2 Unified CCX Engines, binds to one Cisco Unified CallManager.
Cisco Unified Contact Center Enterprise (Unified CCE)
Unified CCE can also handle traditional ACD calls and functions as a virtual ACD. Capabilities of Unified CCE include
intelligent multichannel contact routing, ACD functionality, network-to-desktop CTI, IVR integration, call queuing, and
consolidated reporting.
Cisco Unified Contact Center Express (Unified CCX)
Unified CCX is an application that uses the Cisco Unified Contact Center Express (Unified CCX) platform to provide a
multimedia (voice, data, and web) IP-enabled customer-care environment to enhance the efficiency of contact center. Unified
CCX is available in Unified CCX Standard, Unified CCX Enhanced, and Unified CCX Premium packages.
Cisco Unified Contact Center Express (Unified CCX) Call Monitoring Server
Dedicated server that provides for call monitoring.
Cisco Unified Contact Center Express (Unified CCX) Call Statistics, Recording, and Monitoring Server
Dedicated server that maintains Cisco Unified Contact Center Express call statistics and that provides for recording and call
monitoring for Cisco Unified Contact Center Express Enhanced.
Cisco Unified Intelligent Contact Management Enterprise (Unified ICME)
The Cisco Unified Contact Center Enterprise component that is responsible for making routing decisions and performing ACD
functions. In Unified CCX 4.x, with the IPCC Gateway PG, Unified CCX can be integrated as an ACD with Unified ICME
software.
Cisco Unified Contact Management Enterprise (Unified ICME) subsystem
A subsystem of the Cisco Unified IP IVR system that allows that system to interact with Cisco Unified ICM Enterprise
software. Unified ICME provides a central control system that directs calls to various human and automated systems, such as
Voice Response Units (VRUs) and ACDs.
Getting Started with Unified CCX
GL-3
Glossary
Cisco Unified CCX Outbound Preview Dialer
Allows agents who are not busy with inbound calls to handle outbound calls, thereby maintaining high level of agent
productivity. The Outbound Dialer provides the ability to create and schedule Preview Outbound Campaigns for Unified CCX.
The Contacts to Dial are kept in the Unified CCX Database. A campaign selects agents from CSQs assigned to it.
Configuration Datastore Server
The Unified CCX Configuration Datastore Server (CDS) manages and shares configuration, component, and application
information within the Unified CCX cluster and communicates with the Cisco Unified CallManager.
Cisco Discovery Protocol
See CDP.
Cisco Media Termination
See CMT.
CISCO-VOICE-APPS-MIB
Cisco Voice Applications Management Information Base. Provides information about supported SNMP traps.
CiscoWorks
CiscoWorks, available as a package separate from Unified CCX, provides a suite of web-based applications for managing Cisco
devices. It is the network management system (NMS) of choice for the Unified CCX system and for other Cisco Unified
Communications family of products.
Cluster
A Unified CCX cluster consists of a server (node) running Unified CCX components in your Unified CCX deployment.
Cluster profile
The Cisco Unified Contact Center Express Administration web page (home page) displays information about the cluster
profile. A cluster profile includes data relating to the Unified CCX servers, components, and licenses installed in a cluster.
CMT
Cisco Media Termination. An option to terminate the media on an agent's personal computer.
Codec
Coder/Decoder. A sampling and compression algorithm.
Comma-Separated Value
See CSV.
Component
An installation unit, either hardware or software, that you can install in a Unified CCX system. Unified CCX software
components include the Unified CCX Engine, the Database component, the Monitoring component, and the recording
component. Hardware components include servers and client computers. You select the components you want when you install
the system
Getting Started with Unified CCX
GL-4
Glossary
Configuration file
A file containing information for a computer or an application.
Contact
A connection with a remote customer.
Contact Service Queue
See CSQ.
Unified CCX Datastores
Components that allow you to manage and monitor historical, repository, and configuration data across all servers in the
Unified CCX cluster.
CSQ
Contact Service Queue. In Cisco Unified Contact Center Express, a CSQ is a call queue associated with one and only one Cisco
Unified CallManager CTI Route Point.
CSV
Comma-separated value. A text file format used as a way of recording database fields.
CTI
Computer Telephony Integration. The name given to the merger of traditional telecommunications (PBX) equipment with
computers and computer applications. The use of caller ID to retrieve customer information automatically from a database is
an example of a CTI application.
CTI Port
A virtual port, analogous to a trunk line in a traditional ACD or PBX setting. A CTI Port allows access to the post-pouting
capabilities of Cisco Unified IP IVR.
CTI Port Group
A group of access points into the Unified Contact Center telephone network.
CTI Route Point
A virtual device that can receive multiple simultaneous calls for the purpose of application-controlled redirection.
Customizer
A window used to configure the properties of a step in the Unified CCX Editor.
D
Datastores
See Unified CCX Datastores
Getting Started with Unified CCX
GL-5
Glossary
Data type
In a programming language, a set of data with values having predefined characteristics. Examples include integer, floating point
unit number, character, string, and pointer. Usually, a limited number of such data types come built into a language. The
language usually specifies the range of values for a given data type, how the values are processed by the computer, and how
they are stored.
Default script
A script that gracefully terminates a call in the event of an error in the main script.
Deployment scenario
A set of Unified CCX features and options on a server or servers.
Dialing list
A file containing a list of customer account numbers, names, and phone numbers that can be imported as contacts for a specific
outward bound campaign.
Directory profile
The directory profile describes the directory structure. It contains the directory host name or IP address, directory port number,
directory user (DN), directory password, base context, server type, and configuration profile name. For each Cisco Unified IP
IVR system, a directory profile must be created. There are two directories associated with each Cisco Unified IP IVR system:
the Configuration Directory and the Repository Directory (called “the Repository”).
Direct preview dialing mode
A mode of dialing in the Unified CCX Blended Preview Outbound Dialer. In this mode, Cisco Agent Desktop (CAD) software
enables agents to view outbound call requests automatically placed by the system.
DTMF
Dual Tone Multi-Frequency. The signal to the telephone company that is generated when you press a key on a telephone keypad.
With DTMF, each key you press on your phone generates two tones of specific frequencies. So that a voice cannot imitate the
tones, one tone is generated from a high-frequency group of tones and the other from a low-frequency group. Unified CCX
telephone keypad presses resulting in DTMF is often used to capture customer input to IVR prompts.
Dual Tone Multi-Frequency
See DTMF.
E
Event
An occurrence that is significant to an application and that may call for a response from the application.
Excel (XLS) format
Format of data in the Microsoft Excel spreadsheet application.
Getting Started with Unified CCX
GL-6
Glossary
Export
To convert a file from the format of one application to the format of another application, or to move data out of one file and
import it into another file.
Expression
A formula, evaluated when a Unified CCX script executes, to determine the value of a variable.
F
Field (also database field)
An item in a database record. For example, Name, City, or Zip Code. A group of fields make up a record.
G
Grammar
A set of spoken phrases or DTMF digits that can be recognized by a script.
I
ICME
See Unified ICME
Interactive Voice Response
See IVR.
IP Phone Agent
A Unified CCX agent without a personal computer. The agent logs in, logs out, and changes states using the Cisco IP Phone
screen.
IVR
Interactive Voice Response. A system that provides information as recorded messages over telephone lines in response to user
input in the form of spoken words or, more commonly, DTMF signaling.
J
Java Database Connectivity
See JDBC.
Java Telephony Application Programming Interface
See JTAPI.
Getting Started with Unified CCX
GL-7
Glossary
JDBC
Java Database Connectivity. A Java API that enables Java programs to execute SQL statements, allowing Java programs to
interact with any SQL-compliant database. Because nearly all relational DBMSs support SQL, and because Java itself runs on
most platforms, JDBC makes it possible to write a single database application that can run on different platforms and can
interact with different database management systems (DBMSs). JDBC is similar to Open Data Base Connectivity (ODBC) but
is designed specifically for Java programs, whereas ODBC is language-independent.
JTAPI
Java Telephony Application Programming Interface. A call control model developed by Sun Microsystems.
JTAPI call control groups
A pooled series of CTI ports that the Unified CCX system uses to serve calls as they arrive at the Unified CCX server.
L
Log file
A file that keeps track of the activity of a computer or an application.
M
Master service
The service that controls the service-specific function in a Unified CCX cluster where you can have more than one service of
the same type. Only one service of a given type can be the master within the Unified CCX Engine component. You cannot
configure the master service.
MCS
Media Convergence Server. A turnkey server platform for Unified CCX.
Media Termination
See CMT.
Management Information Base
See MIB.
Media Convergence Server
See MCS.
Media Termination
See CMT.
MIB
Management Information Base. Database of network management information that is used and maintained by a network
management protocol, such as SNMP or CMIP. The value of a MIB object can be changed or retrieved using SNMP or CMIP
commands, usually through a graphical user interface network management system. MIB objects are organized in a tree
structure that includes public (standard) and private (proprietary) branches.
Getting Started with Unified CCX
GL-8
Glossary
MRCP
Media Resource Control Protocol. An application level protocol that enables client devices requiring audio/video stream
processing to control media service resources like Speech Synthesizers (TTS), Speech Recognizers (ASR), Signal Generators,
Signal Detectors, Fax Servers, and so on over a network. This protocol is designed to work with streaming protocols like Real
Time Streaming Protocol (RTSP) or Session Initiation Protocol (SIP) which help establish control connections to external
media streaming devices, and media delivery mechanisms like Real Time Protocol (RTP).
N
Node
A computer that is linked to other computers in a network of computers.
P
Palette
A grouping of steps in the Unified CCX Editor.
Pane
A part of a window that is devoted to a specific function.
PIM
Peripheral Interface Manager. The Cisco proprietary interface between a peripheral device and the Peripheral Gateway.
Ports
In a communications network, a logical channel identified by its unique port number.
Post-Routing
Process of making a routing decision after a call reaches a termination point.
Pre-Routing
Process of making a routing decision before a call reaches a termination point.
Prompts
A message from a computer that asks the operator to do something, such as enter a command, enter a password, or enter data,
or that indicates that the computer is ready to accept input.
Purge
To delete both a set of data and all references to the data.
R
Real-Time Transport Protocol
See RTP.
Getting Started with Unified CCX
GL-9
Glossary
Record (also database record)
In a database, a group of fields that make up one complete entry. For example, record about a customer might contain fields
for name, address, and telephone number.
Repository
The subdirectory in the configuration datastore where Cisco user scripts are stored. You manage your Cisco scripts with the
Repository Manager.
Resource
Agent enabled to handle Unified Contact Center Express calls.
Resource group
A set of related resources.
RTP
Real-Time Transport Protocol. One of the IPv6 protocols. RTP is designed to provide end-to-end network transport functions
for applications transmitting real-time data, such as audio, video, or simulation data, over multicast or unicast network services.
RTP provides services such as payload type identification, sequence numbering, time stamping, and delivery monitoring to
real-time applications.
S
Scheduler
A program that resides on a Unified CCX Historical Reports client computer. The Scheduler maintains information about each
scheduled report, including when the report should execute and what information the report should contain. The scheduler also
executes scheduled reports at their scheduled times, based on the time and date of the Unified CCX Historical Reports client
computer.
Script
A sequence of steps constructed in the Unified CCX Editor. Scripts are sometimes also called "flows," "call flows" or "work
flows" since scripts control the flow of a call.
Server
A computer that provides services or resources to other computers (called clients) connected to it through a network.
Service
A program, routine, or process that performs a specific system function to support other programs, particularly at a low (close
to the hardware) level. In Unified CCX. you can have a master service and a standby service.
Serviceability
Enables remote network management support for the Unified CCX system. Serviceability enables this support through
CiscoWorks and through any other third-party network management system (NMS) that uses standard protocols.
Getting Started with Unified CCX
GL-10
Glossary
Session (historical reporting)
Historical reporting seats are also called historical reporting sessions. Historical reporting sessions (seats) refer to the number
of historical reporting clients that can be started at the same time on different client machines.
Session (script)
An object that stores information about a caller as they move through a script
Simple Network Management Protocol
See SNMP.
Skill
Designated competency of an agent in a given area. Enables agents to handle calls associated with their expertise.
Skill Based Routing
The routing of calls to agents with designated skills.
Snapshot Agent
Generates a snapshot or image of the current database data.
SNMP
Simple Network Management Protocol. The standard protocol for network management software. Using SNMP, programs
called SNMP agents monitor devices on the network. Another program collects the data from the agents. The database created
by the monitoring operations is called a management information base (MIB).
SNMP agent
Simple Network Management Protocol agent. Hardware or software that monitors devices on a network. Data from an SNMP
agent, which is contained in a MIB, helps in network management and troubleshooting.
SNMP service
A Windows service that provides a framework for SNMP and provides the SNMP agent that interfaces with SNMP subagents.
SNMP subagent
Cisco provides SNMP subagents to support each Cisco MIB. The SNMP service loads the Cisco SNMP subagents and it
exchanges SNMP messages with the SNMP subagents. The SNMP service formats information as MIBs and sends this
information to a Network Management System (NMS). It also sends traps from the SNMP subagents to the appropriate SNMP
trap receivers.
Step
A single element in the Unified CCX Editor that accomplishes a specific function
Subfacility
A traceable software component.
Subsystem
Extensible modular development environment that performs a particular function.
Getting Started with Unified CCX
GL-11
Glossary
Syslog
A Cisco standard that allows for logging of errors across an enterprise. Provides local logging of network events to files. Also
provides remote logging to various systems via standard protocols.
T
Table (also database table)
A presentation of information organized in rows and columns.
Text-to-Speech
See TTS.
Trace (also trace file)
A TCP/IP utility that allows you to determine the route packets are taking to a particular host. Trace route works by increasing
the “time to live” value of packets and seeing how far they get, until they reach the given destination.
Trap (also SNMP trap)
A program interrupt, usually caused by some exceptional situation in an application. In most cases, after such an interrupt, the
operating system performs some action, then returns control to the application.
Trigger
Signals that respond to incoming contacts at a specified route point by selecting telephony and media resources to serve the
contact and invoking application scripts to handle it. The Unified CCX system uses JTAPI triggers to start responses to
telephone calls and HTTP triggers to start responses to HTTP requests. In these cases, telephone numbers and Web addresses
(associated with the triggers) act as the triggers.
TTS
Text-to-Speech. A speech synthesis application that creates a spoken sound version of the text in a document or database.
TTS Client
A component of TTS that must reside on the Unified CCX server.
TTS Server
A dedicated server that converts text into speech and plays it back to the caller.
V
Variable
A placeholder for data.
VXML (also VoiceXML)
Voice Extensible Markup Language. Allows a user to interact with the Internet through voice-recognition technology.
Getting Started with Unified CCX
GL-12
Glossary
Variable
A placeholder for data.
W
Wrap-up
Call-related work performed by an agent after the call is over. An agent performing wrap-up is in either the Work Ready or
Work Not Ready state. Often includes entering data, filling out forms and making outbound calls necessary to complete the
transaction. The agent is unavailable to receive another inbound call while in this mode.
X
XML
Extensible Markup Language. A programming language developed by the World Wide Web Consortium that allows Web
developers to create customized tags that will organize and deliver efficiently. XML is a metalanguage, containing a set of rules
for constructing other markup languages.
Getting Started with Unified CCX
GL-13
Glossary
Getting Started with Unified CCX
GL-14
I N D EX
recording
Numerics
routing
3rd-party
9-6
silent monitoring
application events
1-13
state buttons
fax and paging services
MIBs
1-15
1-12
1-13
state changes
1-15
1-13
viewing activity
analog trunks
1-14
1-14
1-10
ANI
A
packages
ACD
workflow data
enhanced edition
features
adding triggers
1-10, 1-11
solution
7-3
customizing parameters
3-2
tasks
1-1
Unified IP IVR option
4-3
dedicated server
packages
1-10
applications
contacts
support
2-9
after call wrap-up
1-12
1-18
automated attendant
2-9
See ACD
assigning skills
Cisco Unified Communications
1-14
5-3
1-1
B
barge-in
CSQ monitoring
datastore
1-12
9-4
1-14
coaching
1-8
Automatic Call Distribution
1-13
agent
barge in
3-1
Unified IP IVR option
2-9
Unified CCX Engine tasks
7-2
ASR
1-8
active
desktop
1-12
application
1-9
single server deployment
agents
1-11
1-13
9-1
11-2
C
9-1, 10-2
intercept calls
1-14
interdialing
1-10
make ready
1-14
phone directory
calling search spaces
4-4, 4-6
calls
activity
1-13
1-13
conferencing
1-10
Getting Started with Unified CCX
IN-1
Index
control choices
handling
CSQ
4-4
creating
9-7
recording and archiving
CSQs
1-13
CCDR
report
9-5
maximum
1-11
maximum agents per
1-15
channel actions
CTI services
4-3
Cisco Campus Manager
3-2
custom
1-15
Cisco Desktop Product
application parameters
2-3
Cisco MCS
file configuration
Cisco CallManager integration
deployment
Java extensions
5-1
multiple installations
server software
script
1-10
See Cisco MCS
1-8
Cisco Media Termination
1-11
7-1
scripting
1-10
variables
1-11
variables report
2-6
customer database
1-17
1-11
10-1
routing enterprise data
1-8
Cisco Media Convergence Server
see CMT
1-9
preparing reports
9-4
7-2
2-2
messages and music
3-1
licensed seats
1-11
10-1
Cisco NMS
integration
1-15
Cisco TelePresence Virtual Agent
Cisco Unified CCX Engine
D
1-2
3-1
database
Cisco Unified Communications Manager Express
see Unified CME
1-3
Cisco Unified Communications Phones
CMT
1-13
integration
1-12
screen pop
1-12
support
1-17
Unified CCX
dialog control
coaching agents
1-17
1-14
collaboration server
1-1
managing
default codec
11-2
4-6
desktop
conditional routing
1-11
configurable agents
1-10
configuration check list
Unified CM
Unified ICME integration
datastores
1-15
Computer Telephony Integration
See CTI
10-1
5-2
installing
9-7
device
locations
regions
4-6
4-6
Unified CME
6-3
dialog group
1-17, 4-4
contact attributes
4-3
digital trunks
1-10
Contact Call Detail Record
see CCDR
1-15
Getting Started with Unified CCX
IN-2
DNIS
packages
1-11
1-9
Index
workflow data
1-12
I
document files
managing
icd.aef script
11-1
deploying
DTMF
capture input
testing
1-12
data collection
VXML
11-1
See Unified IP IVR
intercept calls
Dual Tone Multifrequency
E
L
E-mail
license
2-9
manager
1-15
usage
extension mobility
1-17
locations
G
M
grammars
mailboxes
managing
1-15
4-6, 5-3
log tracking
5-5
1-13
1-8
local logging
Unified CCX Engine
1-13
maximum number
11-1
1-1
1-13, 1-14
IP Communicator
1-12
contacts
1-13
Interactive Voice Response
1-12
see DTMF
8-2
instant messaging
1-17
managing grammar
8-1
1-16
Marquee
scrolling messages
H
media connections
hardware configuration
1-10
packages support
tasks
2-1
sending text
1-14
to callers
2-3
1-14
1-11
messaging interface
10-2
voice
historical reports
availability list
2-5
client viewer
10-1
hrcConfig.ini file
10-2
HTTP
1-16
Microsoft Windows
automatic start
1-12
O
inbound request
trigger
4-6
messages
historical reporting
plugin
menu items
1-14
4-4, 4-5
1-17
ODBC
Getting Started with Unified CCX
OL-xxxxx-xx
IN-3
Index
support
XML/HTTP
1-17
operating systems
1-12
real-time
1-10
Outbound
notification
active campaigns
contacts
reporting client
1-10
reports
1-11
CSQs per campaign
overflow routing
recording
1-11
10-2
1-15
redirects
regions
1-15
2-9
running reports
1-11
interflow and intraflow
1-12
4-5
4-6, 5-3
remote monitoring
P
agent conversation
PDIOO
provisioning
3-3
9-5
resource groups
phones
support
assigning agents
1-13
creating
plugin
client viewer
editor
9-4
9-3
Resource Management Essentials
10-1
See RmCm
2-3
1-18
RmCm
ports
support
1-18
CTI
4-2, 4-3, 4-4
TTS
1-18
1-11
product licensing
2-1
4-5
4-3
routing
agent-based
1-4
prompts
creating
1-18
route points
trigger
priority queuing
profile, cluster
9-6
overflow
1-11
programs
1-11
7-1
managing
2-3, 11-1
S
screen pop
Q
1-12
script
designing and configuring
queuing
priority
1-9, 1-11
samples
support
1-15
testing
1-19
8-2
seat
usage and calculation
R
self-service application
silent monitoring
read data
supervisor
Getting Started with Unified CCX
IN-4
1-15
Resource Manager-Contact Manager
2-3
historical reporting
ASR
9-1
1-13
1-7
1-12
8-2
Index
site recording
trunks
always on
1-10
TTS
1-15
skills
dedicated server
competency
creating
packages
1-11
definable groups
group statistics
per agent
routing
1-18
Unified IP IVR option
1-11
1-8
1-14
1-11
U
1-11
software configuration
spoken name upload
1-10
Unified
2-3
1-8
Unified CC X
step editor
priority
workflow steps
2-4
1-8
Unified CCX
storage hours
voice
1-12
support
9-4
3-1
feature summary
1-16
1-9
package descriptions
supervisor
1-9
summary for Cisco Unified CCX 7.0
configuring
desktop
9-3
Unified CCX Cluster
9-1
profile
phone directory
1-13
1-4
Unified CCX script
positions
1-11
designing and configuring
recording
1-15
testing
silent monitoring
1-13
3-1
configuration checklist
9-1
5-2, 6-3
configuration dependencies
extension mobility
locations
teams
tracing
1-3
Unified CME Telephony
tracking sessions
Unified CM Telephony
4-3
trigger
1-17
1-2, 1-17
deployment considerations
agent selection
assignment
dialog group
HTTP
types
5-3
Unified CME
1-15
5-1, 6-1
5-3
regions
9-6
4-3, 4-5
5-5
installing and configuring
T
creating
8-2
8-2
Unified CM
support
call centers
1-16
trigger
4-2
4-4, 8-2
Unified IP IVR
4-3
licensed capabilities
4-4
priority
4-4
unified messaging
8-2
Unified CM Telephony signal
4-3
1-8
1-8
supported features
4-4
Unified CM Telephony
4-3
uploading scripts
1-11, 1-12
1-16
7-1
Getting Started with Unified CCX
OL-xxxxx-xx
IN-5
Index
V
vendor voice mail
support
1-16
virtual agent
1-2
voice
browser
1-18
gateway
3-1
maximum mailboxes
messaging interface
storage hours
1-16
1-16
1-16
VoiceXML
see VXML
VoIP monitor
1-12
1-18
VXML
control
1-12
DTMF input
1-12
W
workflow automation
1-13
Getting Started with Unified CCX
IN-6